Thank you for calling CIGNA HEALTHCARE. My name is _________. Whom do I have the pleasure of speaking with?

How can I help you today?

(Acknowledge customer's concern)

Can I have your last name?

Are you calling in regards your plan? or someone's account?

(IF CALLING ON BEHALF) May I please speak with _____ for Account authorization and HIPPA Verification?

Hi. My name is __________ from CIGNA HEALTHCARE.
Just keep in mind this call is being monitored and recorded for quality and training purposes.

(IF NOT) CAN I HAVE YOUR...
-CIGNA HEALTH CARE PLAN NAME:
-MEMBER ID#:
-DOB:
-PHONE NUMBER:

(IF CALLING ON BEHALF) Do you authorize ________ to have access on your account?.


(FOR BILLING)

“Are you aware of 
all our payment options?”

One-time payment- can be made using a Visa, MasterCard, American Express, Discover card, or a checking/savings account and typically take 2–3 business days to process.

Recurring payments - can be made using a credit card or bank account. Payments are usually withdrawn on the 3rd of each month, unless that date falls on a holiday or weekend—in that case, the payment is taken out on the next business day.

SSA withholdings- can be set up by phone or through a local SSA office. These payments are one month behind and are deducted from your SSA check  before you receive your check.

Payment By Mail- You can Send Money or check at CIGNA PO BOX 747102 Pittsburg, PA 15274


(RECAP)

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.

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.

RECAP:
Is there anything else I can help you with?

SURVERY SPIEL: If you wanted to take the survey after this call, pls remain on the line.

CLOSING SPIEL: Thank you for calling Cigna Healthcare.

For future references you may visit our website cigna.com/Medicare