Opening Spiel
 
Thank you for calling Cigna Healthcare my name is MIgz. Who do i have the pleasure of assisting  today

Hi Ms./Mr. (Caller), how are you doing today?
 
Okay before we proceed we need to verify your account, may I know if are you calling in regards of your plan? or someone's else account?
 
Member (HIPAA Verification) any of the this atleast 3 verification

- May I know your full name please?

- May I know your customer ID please?

- May I know your date of birth please?

- May I know your complete address please?

- May I know your phone number please, in case our call got disconnected
 
Since there is/there is not an email written here on file, would you like me to add/update your email in order for us to send you important updates and notification directly to you?
 
Non-Member (3rd party)
 
(IF CALLING ON BEHALF) May I please speak with _______ for Account authorization and HIPPA Verification?
 
Hi, My name is ________ from CIGNA HEALTHCARE, Please be reminded this call maybe monitored and recorded for quality and training purposes.
 
Can I have your?

FULLNAME?

CUSTOMER ID?

DOB?

ADDRESS?

Do you authorize _________ to have an access or make changes on your account?

Thank you, [Patient’s Name]. Since you’ve given permission, I’ll now continue speaking with [Caller’s Name] to assist with this matter

[BACK TO 3RD PARTY]

(RESOLUTION) ACKNOWLEDGEMENT , EMPATHY, ASSURANCE

[RECAP]

Is there anything else I can help you with, have I answered all your questions and reasons for calling today?

Are you authorizing me to charge this amount to your card

is there anything else I can help you with beside your (onetime payment "changes depending on the situation")

Hi (Transfer call) I have a member here who is asking about his prescription and can I transfer it to you and the the account is HIPPA verified 
 
[*IF 3RD PARTY WANTS TO PAY FOR THE MEMBER IN BEHALF*]

thank you for letting me know.  sure if that will be the concern and i will put this is for the best interest of the member
 
[BILLING]

Are you aware of our premium payment options?

credit, debit, checking account?

What account that you would like to use?

Would you like me to connect you over to the automated system for a more secured line?

[PAYMENT]
 
Reccuring payment with CC (Third bullet) - and if case it falls under holdiay we collected the next business day
 
it will taken or posted within 2-3 business days to fully process.
 
Every 3rd of the month or on the following business day
 
[CALL CLOSING] BEFORE THE RECAP AND CLOSING LINE (Current Member)

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 you have any questions, we're here to help.

[EXCEPTIONS]

Branding changes were discussed on call or caller stated they have previously discussed.

New enrollee who enrolled in a Health Spring 2026 plan; the below should be used instead.

[CALL CLOSING] BEFORE THE RECAP AND CLOSING LINE (New Member)

Save time by signing up for automatic payment of your monthly plan premium to make life a little simpler. I can help you with that now if you are interested. You can also use our automated phone system or website to do so at a later time.


(MAIN CLOSING)

If you like to participate for a quick survey please stay on the line after the call. And Thank you for calling cigna healthcare my name is ____ have a great day ahead