MOCK CALL

Hi, thank you for calling CIGNA HEALTHCARE, my name is . Who do I have the pleasure of speaking with today?" Hi Ms./Mr., I hope you're doing well today. How can I help you?

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?

(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

(ask the customer whether she/he likes to add the email or update the email or not) I’d like to make sure we have the best way to reach you. Would you like to add an email address or update your existing email so we can send important updates and notifications directly to you?

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

Call Closing: 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: 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

Hi, thank you for calling CIGNA HEALTHCARE, my name is . Who do I have the pleasure of speaking with today?" Hi Ms./Mr., I hope you're doing well today. How can I help you?

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?

Can you please verify CUSTOMER ID? MEMBER ID? ADDRESS? DOB?

Also, may I have your phone number? if incase our call got disconnected

(for 3rd party) Hi Ms./Mr._________, I would just like to inform you that this call may be recorded for monitoring and training purposes.

Alright thank you so much for that information.

How can I assist you today?

(CONCERN)

(Mr. Customer, I would need to check my resources to answer your question. May I place this call on hold for a 2 minutes?)

(RESOLUTION) ACKNOWLEDGEMENT , EMPATHY, ASSURANCE

(ask the customer whether she/he likes to add the email or update the email or not) I’d like to make sure we have the best way to reach you. Would you like to add an email address or update your existing email so we can send important updates and notifications directly to you?

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

Call Closing: 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: 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