Final spiel

• "Thank you for calling CIGNA HEALTHCARE , my name is YSA , whom do I have a pleasure of assisting today?"

"calling for self or someone else account? "

*last name confirmation:

*VERIFICATION TO DIRECT MEMBER: (member on the phone)

full name:

member id/customer id:

Date of birth:

• additionally provide or confirm the updated email address // or list an email address if nothing is listed *

"How may I assists you?"

• OTHER PIECE OF INFO NEEDED:

Phone#:

address:

** 3RD PARTY IS THE CALLER:

: "is the member available for us to get a verbal consent "

: "by any change is the member available to speak with for me to have him/her provide a verbal consent for his/her account?"

**VERBAL CONSENT FROM ACCOUNT MEMBER :

"just to inform/ give you a heads up, this call may be monitored and recorded for Quality and training purposes "

**VERIFICATION FROM MEMBER :

Full name:

member id/customer id:

Date of birth:

**AUTHORIZATION SPIEL:

"Are you granting an authorization for _____ your (relationship with caller) , to speak make changes and have access to your account on your behalf?"

" have I answer all your questions for today ? "

**RECAP AND ADDITIONAL INFO'S:

" just a quick recap, we did __ , aside from that would there be anything else ?"

Before we end the call, I want to inform you that in 2026 , our name will change from Cigna Medicare to Health Spring and you will receive a new ID card before Jan 1st . Our commitment to you remains the same. If any questions, we're here to help.

**ADDITIONAL INFORMATION:

"for future reference you can also visit our website : Cigna.com/Medicare "

SURVEY SPIEL:

("if you want to participate in a quick survey after this call , you can stay on the line.. Again this is Ysa from Cigna healthcare have a wonderful day. )