ServiceRecoveryScripting forInappropriateCallersQ-QuestionEscalatedCallerCuesandCluesNaturalDisasterOARSPicketing ordemonstrationsEmergencySituationJob AidEvokingInappropriateCallCorporateSecuritySuicidalSituationEmotional orPsychologicalAbuseAppologizeBuddySystemNeglectBOATFinancialAbuseOptumReportableIncidentFormEngagementTerminatethe CallHRDirectMake aPLANOneBreathPolicyClarifyingQuestionsSexualAbuseA-HAMotivationalInterviewingServiceRecoveryScripting forInappropriateCallersQ-QuestionEscalatedCallerCuesandCluesNaturalDisasterOARSPicketing ordemonstrationsEmergencySituationJob AidEvokingInappropriateCallCorporateSecuritySuicidalSituationEmotional orPsychologicalAbuseAppologizeBuddySystemNeglectBOATFinancialAbuseOptumReportableIncidentFormEngagementTerminatethe CallHRDirectMake aPLANOneBreathPolicyClarifyingQuestionsSexualAbuseA-HAMotivationalInterviewing

Annual Refresh Training - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Service Recovery
  2. Scripting for Inappropriate Callers
  3. Q-Question
  4. Escalated Caller
  5. Cues and Clues
  6. Natural Disaster
  7. OARS
  8. Picketing or demonstrations
  9. Emergency Situation Job Aid
  10. Evoking
  11. Inappropriate Call
  12. Corporate Security
  13. Suicidal Situation
  14. Emotional or Psychological Abuse
  15. Appologize
  16. Buddy System
  17. Neglect
  18. BOAT
  19. Financial Abuse
  20. Optum Reportable Incident Form
  21. Engagement
  22. Terminate the Call
  23. HR Direct
  24. Make a PLAN
  25. One Breath Policy
  26. Clarifying Questions
  27. Sexual Abuse
  28. A-HA
  29. Motivational Interviewing