This is a multipart message in MIME format. ------=_NextPart_000_0AF9_01D9ED67.1BC1A430 Content-Type: multipart/related; boundary="----=_NextPart_001_0AFA_01D9ED67.1BC1A430" ------=_NextPart_001_0AFA_01D9ED67.1BC1A430 Content-Type: multipart/alternative; boundary="----=_NextPart_002_0AFB_01D9ED67.1BC1A430" ------=_NextPart_002_0AFB_01D9ED67.1BC1A430 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Gerard This is for a Montreal client Penny Casey. I looked at the Contact and = Client screen in ClearCare and I donât see anything indicating = itâs appropriate for Collections staff to discuss financial = matters with the Caregiver, nor does it sound like the Caregiver offer = support as they ended the call when our team started discussing the = double payment made. At any rate, please be sure to address this with = John and Michelle, and the collective AR staff. We shouldnât be = discussing financial matters with a caregiver. Attached is the email that explained the details associated with the = double payment, how it happened, and those details. I think it would = make the most sense to circle back with Sumira and the collector to = align in what happened, make sure everyone knows the system will attempt = to re-charge the customer so if a payment fails again in the future we = wont double charge them and can communicate with them proactively, and = once weâre aligned we need a decision from the client on how to = address the $14k overpayment. Based on the amount Iâd refund it to salvage the relationship = but your call. Let me know if you have any questions. Elizabeth Clark Director, CI & Transformation Long Term Care Insurance, Onboarding TheKey From: Timothy Thomas Sent: Friday, September 22, 2023 5:46 AM To: Elizabeth Clark Cc: Laszlo Kovacs Subject: Re: Confidentiality concern Thanks Elizabeth, I know it's not a simple fix, there are lots of = nuances. I trust your team can't overcome it. On Thu, Sep 21, 2023 at 10:06â¯PM Elizabeth Clark = > wrote: I will look into it first thing in the morning, Iâm sorry things = are so escalated this week. We will fix it. Pardon my brevity, Sent from my iPhone On Sep 21, 2023, at 5:00 PM, Timothy Thomas > wrote:  Good evening, This is for the same client Penny Casey in Montreal. The family is = claiming that a member of the billing team called the senior clients = home to discuss the double payment issue. They ended up telling a = private caregiver, not employed by us, what was going on. How is this = possible? Shouldn't they call the primary contact which is Kelly? See below. Thanks Tim ---------- Forwarded message --------- From: KC Professional Solutions > Date: Thu, Sep 21, 2023 at 5:07â¯PM Subject: Re: Confidentiality concern To: Timothy Thomas > Cc: Patrick Casey = > See below. No details but still not something yo