--000000000000123881062fff6349 Content-Type: multipart/alternative; boundary="00000000000012387e062fff6347" --00000000000012387e062fff6347 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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: , , 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 effect 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 the 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 AOB 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 required 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) 693-5625* *Billing@thekey.com * *866-226-1702* On Fri, 14 Feb at 10:21 AM , Emily Swackhamer wrote: Great, thank you Jeannie! I will start working on that today. I appreciate the help! On Fri, Feb 14, 2025 at 9:10=E2=80=AFAM Jeannie Ortiz wrote: > Hi Emily, > > We can email the AOB if you would like. It is also available on our LTC > workplace page, but we require both HIPAA and AOB on file. She does not > have to wait for one. > > On Fri, Feb 14, 2025 at 10:01=E2=80=AFAM Emily Swackhamer emily.swackhamer@thekey.com> wrote: > >> Tha