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284 169 329 805 08 Passcode: qu9DK9AF

TELEPHONE

Since payment has to be approved by the bank, it can take up to 2-3 business days to be posted to your account. However, your account will be credited for the day the account was charged, not the day the payment was posted.

“The payment confirmation is not confirmation that the payment was approved. This is only confirmation that the payment was set up for processing.

Sent HIPAA forms 7-10 business days, if there'll be any changes, advised to send POA with full rights.

===================== 800-222-6700

Telesales - 75560 / 12039165012 Accredo - 18778267657 Billing/US - 75913 19998887779 / 19998887786 PDP Billing - 19998887786 US Sup - 75273 19998887790 Marx number - 75914 / 18009278069 / 19998887780 Survey - 75610 19998887788 ESCAL - 75069 19998887780 RU - 76063 / 18773767104 Mail Order - 75187 / 18003169179 CDU - 75293 / 18002086846 Appeals - 75287 / 18773767174 Translator - 75042 / 18449924516 MTMP - 1-877-714-6422 MyCigna.com Web Assistance 1-800-853-2713 Cigna Medicare PDP Enrollment 1-800-735-1459 LINET Program (BIN:015599, PCN:05440000 and MCN) 1-800-783-1307 ESI Concierge service line: 1-877-860-0982, open 24 hours 7 days a week Express Scripts Pharmacy Fax 1-800-837-0959 CARL assistance - 866-442-7516 Broker Application Assistance - 866-619-9293 CARL Chat - Cignaforbrokers.com NACHA - 703-561-1100 or 800-487-9180.

SPIEL

I just want to let you know that our payment processing cut-off time for today has already passed — that’s 5:45 PM for Credit Card payments and 3:00 PM for ACH payments.

Any payment made right now will be processed on the next business day, but it will still post under your account once it’s processed.

Payment Posted Date – The date payment is posted to the account after the charge is processed and approved by the bank. This date is usually 48-72 hours from the payment charged date.

BALANCE

RED - Outstanding Balance BLUE - Credit Card

NO EXTRA HELP?? YOU CAN APPLY

PAYMENT OPTIONS:

Are you aware of our payment options? You can actually do it online or through telephonic payment. And our options are--

ANOC

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

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.

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

Once again, this is Nella and thank you for calling CIGNA HEALTHCARE.

GHOST SPIEL

Caller, unfortunately, I am not able to hear you. I will stay on the line for the next 2 minutes otherwise I am forced to end this call to assist other caller.

I do not hear any response from the other line so I will now disconnect this call. You can give us a call back at 1-800-222-6700 so we can assist you again.

RECEIVED TRANSFERRED CALL

Hi Good day. This is NELLA from CIGNA HEALTHCARE. Can I ask for your first name and initial? - job title? - department?

Was call has been PHI verified and authenticated?

TRANSFERED TO OTHER DEPARTMENT

Hi, This is NELLA C. from CIGNA MEMBER SERVICES. I have a member on the other line who is CONCERN and I was billing trained only so I'll be needing to transfer him/her to you. The account is already verified and authenticated.

OUTBOUND CALL

• “Hello, my name is . I’m calling from Cigna HealthCare. Before I continue I want to let you know that because quality is important to us, this call may be monitored or recorded for quality and training purposes. May I speak with Mr. /Mrs. /Ms. <member's first & last name>?”

• “Hello, my name is . I’m calling from Cigna HealthCare. Before I continue I want to let you know that because quality is important to us, this call may be monitored or recorded for quality and training purposes. May I speak with Mr. /Mrs. /Ms. <member's first & last name>?”

VOICEMAIL

• "Hello, my name is (First Name) and I am calling from Cigna Healthcare. This message is for (Customer’s first and last name). Please call Cigna Healthcare at 1‑800‑222‑6700. We are open from 8 AM to 8 PM local time, 7 days a week Thank you, have a great day

3RD PARTY CALLER

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

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

Hi, this is NELLA from CIGNA HEALTHCARE 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.

ASK MEMBER TO VERIFY

First and Last name that appears on the white card

Date of Birth

Phone number under the account

Member ID # or Medicare ID #

Thank you so much.

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

Thank you for your cooperation. You may now pass the call to _____. Thank you and have a great day.

NOT BILLING CONCERN

As per that, we are only billing trained. And we have a department that can handle your concern. Here is the number 800-222-6700. So let me get you a representative before I transfer you over is that okay?

Hi, This is NELLA C. from CIGNA MEMBER SERVICES. I have a member on the other line who is CONCERN and I was billing trained only so I'll be needing to transfer him/her to you. The account is already verified and authenticated. Here is the name --- id number --- DOB ---- phone number. Do you have any other question before I transfer you over?