--000000000000de391d06300088bd Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Elizabeth Clark *Melissa Reyes* President of Client Services(916)743-0530 On Mon, Mar 10, 2025 at 10:25=E2=80=AFAM Timothy Thomas wro= te: > Hi Melissa, > > Could you tell me who oversees LTC? We lost a potential client in St-Loui= s > due to the delay in the AOB process. > > Thanks > Tim > > ---------- Forwarded message --------- > From: Emily Swackhamer > Date: Mon, Mar 10, 2025 at 12:23=E2=80=AFPM > Subject: Fwd: CareScout AOB | St. Louis - [#1059043] > To: Timothy Thomas > > > This thread has both clients attached. > > Below is the email received from the client. I have tried to make contact= , > but have not gotten a call back yet. > > *"Sarah,* > *Since I last heard from you, I have been in contact w/Genworth and asked > them what the problem would be with not receiving services from The Key > especially since they were the ones recommending you (The Key).* > > *They said there would be no reason why services could not have been > started already.* > > *Regardless, the reason, I have contacted another facility, have had a > meeting / evaluation already and have a start date with them within 2 > weeks.* > > *Therefore, I will not be needing the services of The Key. Thank you for > your effort but I would think there needs to be some development of > understanding and cooperation between your department and your LTC > division.* > > *Again, please discontinue any further work on securing a relationship > between myself and your company.* > > *Jim Relleke"* > > ---------- Forwarded message --------- > From: DeAnna Brown > Date: Tue, Feb 18, 2025 at 12:30=E2=80=AFPM > Subject: Re: CareScout AOB | St. Louis - [#1059043] > To: > Cc: , , audraw@thekey.com> > > > Good Morning team, > > I wanted to jump in and provide some guidance and assistance here. > > One thing to note is that if a client is waiting for an AOB to take effec= t > before beginning services, they need to be prepared for a lengthy process > if they are not already on an approved claim. > > Most carriers take 30-45 business days to process a claim, once all of th= e > necessary paperwork is provided. > > Most carriers, at minimum require a plan of care from the provider and in > the case of setting up an AOB, a W-9 is required from the provider. > > Sounds like Tom is already working on Diane's case as she is already in > the system. With regard to Ann, you can forward the attached HIPAA and AO= B > forms to her that includes the W-9 that the provider will need. Someone > from TheKey will need to sign as well. > > I would recommend getting her into the system so you can create a plan of > care that we can send to her carrier as well because that will be require= d > for Genworth. > > Let me know if you have any questions! > > Thanks, > > DeAnna Brown > > > *ltci@thekey.com Long Term Care Insurance Customer > Service - (855)-205-8007Long Term Care Insurance Fax - (813)