MEETING ID: 256 902 135 826 4
PASSWORD: 623th7iX

MEETING ID: 220 132 261 313
PASSWORD: k8Gd94o7

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1. The Greeting & Initial Identification

Representative (Ara):
"Hi, thank you for calling Cigna Healthcare. My name is Ara. Whom do I have the pleasure of speaking with today?"

next;
"Are you calling for your account or someone else's?"

2. Account Verification (The Member is Calling)
If the caller is the member, proceed with a polite request for the required identifiers; 

If talking to the customer themselves: "Thank you, [Customer Name]. To secure your account, could you please provide your Cigna Member ID or Medicare ID, and confirm your Date of Birth?"

[Proceed with the identifiers: Member ID or Medicare ID, Full Name, DOB, Phone Number]
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THIRD PARTY CALLER:

1. The Greeting & Initial Identification

Representative (Ara):
"Hi, thank you for calling Cigna Healthcare. My name is Ara. Whom do I have the pleasure of speaking with today?"

next;
"Are you calling for your account or someone else's?"

3. Third-Party Consent (Verification for Others)
If calling for someone else, the focus is immediately on getting the member's verbal consent.

If calling for someone else: "To discuss the account, I must speak with the account holder to obtain verbal consent. Is your [relationship, e.g., son, daughter, spouse] on the phone with you, or is there any way that I can speak with the account holder right now?"

4. Third-Party Consent & Authorization
This is the section for speaking to the member to grant access to the caller.

Representative (Ara, to the member):

"Hi, this is Ara from Cigna Healthcare. Just a heads-up that this call may be recorded for quality and training purposes."

"To securely access your account, I'll need to verify your details first: Could you please provide your Cigna Member ID or Medicare ID, your full name, and your Date of Birth?"

[Proceed with the identifiers: Member ID or Medicare ID, Full Name, DOB, Phone Number]

Once done: "Are you authorizing your [relationship], (name of caller), to access your account information today and make necessary changes, if needed?"

"Alright, thank you. You can go ahead and hand over the phone to your [relationship], (name of caller)."

Representative (Ara, back to the caller): "Hello, again. How may I assist you today?"

5. Closing and Resources

SSO (Self-Service Option):
"For future reference, you can always visit cigna.com/medicare to find information and manage your account online."

Closing Spiel:

FOR EXISTING CUSTOMERS:
"Before we end the call, I want to inform you that in 2026, our name will change from Cigna Medicare to HealthSpring and you will receive a new ID card before January 1st. Our commitment to you remains the same. If you have any questions, we're to help."

FOR NEW ENROLLEE WHO ENROLLED IN HEALTHSPRING2026 PLAN;
"Save time by signing up for automatic payment of your monthly 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."
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6. Security/HIPAA Compliance Response
Use this when a customer is reluctant to provide information.

If they do not want to share any information: "While we appreciate that this information may already be in the system, we are strictly required by HIPAA to fully secure and verify your account on every call. This is to protect your personal health information. Once that is done, we'll be able to dispense the information you need."


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note: if there's an email on file ---- confirm if it's updated. if there's no emaill on file ---- ask for the email.