* "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: 


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*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?"


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* OTHER PIECE OF INFO NEEDED:


Phone#:

address:



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** 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?"

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**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 "



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**VERIFICATION FROM MEMBER :

Full name:

member id/customer id:

Date of birth:



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**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 ? "


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**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. 


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**ADDITIONAL INFORMATION:

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


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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. )