Mock Call

Agent: Hello, thank you for calling Cigna Healthcare. My name is [Agent Name]. Who do I have the pleasure of assisting with today?

Patient: My name is [Patient Name]. I’m really worried because my medication hasn’t arrived at my home yet.

Agent: I understand what you feel and thank you for letting me know. Just to be clear—you’re concerned that your medication delivery hasn’t reached your home address yet, correct?

Patient: Yes, that’s right.

Agent: I completely understand how important it is to receive your medication on time. Let’s go step by step together so we can check the status and make sure everything is on track.

Agent: Could you please confirm your full name and the order number, if you have it handy?

Patient: Sure, my name is [Patient Name] and the order number is [Order #].

Agent: Thank you. I’ll look up your order details now. This may take a moment, but I’ll stay with you while I check.

Patient: Sure. Please let me know on what you have found out.

Agent: Sure. One moment please.

I see that your medication was shipped yesterday and is currently in transit. The tracking shows it should arrive at your home address by tomorrow.

Agent: Just to confirm, your home address is [reads address on file]. Is that correct?

Patient: Yes, that’s my address.

Agent: Perfect. That means the delivery is on its way to the right location.

Agent: I know waiting can be stressful, but please be assured your medication is on its way. If for any reason it doesn’t arrive by tomorrow, you can call us back immediately and we’ll arrange a solution right away.

Patient: Thanks for letting me know. Now, I can sleep without worrying about the deliver.

Agent: I'm glad that I was able to give you peace in worrying. Rest assured that your delivery is on track. So, to summarize: your medication was shipped yesterday, it’s in transit, and scheduled to arrive at your home address tomorrow. Is there anything else that I can help you and have I answered all of your questions and the reason for calling today?

Patient: Yes, thank you. That helps a lot.

Agent: You’re very welcome. We’re here to support you, and I appreciate your patience.

Thank you for calling Cigna Healthcare. Have a safe and healthy day.