SPIEL AND CALL FLOW

CALL FLOW:

"Thank you for calling Cigna Healthcare. My name is Grace. Who do I have the pleasure of assisting today?"

Just to confirm are you calling in for your account or in behalf of someone else account?

MEMBER

can you please verify to me your first and last name on the account?

Date of Birth.

Phone number under the account.

Member ID # or Medicare ID #

Complete Address please >

thank you so much for giving me those verified information. Now let's proceed. just let me know how may I assist you?

Probing quest.

Ok would you be so kind to allow me to place the line on hold for about 2 to 3 mins to check my resources for an accurate answer?

Is there anything else I can help you with? Have I answered all your questions and reason of the call?

well then,

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 Jan 1st. Our commitment to you remains the same. If you have any questions, we’re here to help.

And If you have selected to take a survey after the call you can stay on the line.

Once again Thank you for calling Cigna Healthcare and this is Grace, Have a great day!

for the 3rd party caller

"Thank you for calling Cigna Healthcare. My name is Grace. Who do I have the pleasure of assisting today?"

ask for first and last name

Just to confirm are you calling in for your account or in behalf of someone else account?

Alright thank you for informing me.

can I ask if the member is with you right now and available to do the account verification process?

Hi _____ good day this is Grace from Cigna Health before I proceed.

Just to let you know, because quality is important to us, this call may be monitored or recorded for quality and training purposes.

for member verbal authorization

can you please verify to me your first and last name on the account?

Date of Birth.

Phone number under the account

Member ID # or Medicare ID #

Complete Address please

thank you so much for giving me those verified information.

______, DO YOU ALLOW YOUR ______, TO HAVE ACCESS AND MAKE CHANGES ON THE ACCOUNT WITHIN THIS CALL?

Alright the good this here we can now proceed with your concern. just please let me know how may I assist you today?

probing quest..

Ok would you be so kind to allow me to place the line on hold for about 2 to 3 mins to check my resources for an accurate answer?

Is there anything else I can help you with? Have I answered all your questions and reason of the call?

well then,

And If you have selected to take a survey after the call you can stay on the line.

Once again Thank you for calling Cigna Healthcare and this is Grace, Have a great day!

RECIEVED TRANSFERRED CALL

Hi Good day this is Advocate Grace P. from member cigna member services. can I ask for your First name and last name Initial? title job please? and department.

Was call has been PHI verified and Authenticated?

tools to open

• genesys

• Evernorth

• Express Script

• https://cignamedicarerx.uspgi.com/pdp/common/login/topPage.aspx?winName=1760448821885

• https://cignaturerx.uspgi.com/PDP/Inbound/InboundProcess_New.aspx?ID=1&amp%3bMastID=00001126751…

• https://healthspring.destinationrx.com/Compare/MDC/2026/Home/Home

• MS0316 Exel

• 2025 Plan design

• webmail

• sharepoint

• qrt

• MS0543

• MS0455

• QRT Deceased members

• QRT Premium Billing

• QRT 2026 Reminders

• QRT Plan Contacts

• QRT Call Flow Guides