This is a multipart message in MIME format. ------=_NextPart_000_005D_01D9EF90.6004D9C0 Content-Type: multipart/alternative; boundary="----=_NextPart_001_005E_01D9EF90.6004D9C0" ------=_NextPart_001_005E_01D9EF90.6004D9C0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable Thank you. I have spoken with John Janiga who is handling the Montreal = collections for me, he is aware that he should not be speaking with care = givers. =20 From: Timothy Thomas =20 Sent: Monday, September 25, 2023 9:00 AM To: eclark@thekey.com Cc: Gerard Draetta ; Laszlo Kovacs = Subject: Re: FW: Confidentiality concern =20 Thank you Elizabeth. =20 The client is ok applying the overpayment as a credit moving forward. =20 Tim =20 On Fri, Sep 22, 2023 at 6:11=E2=80=AFPM > wrote: Hi Gerard =20 This is for a Montreal client Penny Casey. I looked at the Contact and = Client screen in ClearCare and I don=E2=80=99t see anything indicating = it=E2=80=99s 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 shouldn=E2=80=99t be = discussing financial matters with a caregiver. =20 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 we=E2=80=99re aligned we need a decision from the client on how to = address the $14k overpayment. =20 Based on the amount I=E2=80=99d refund it to salvage the relationship = but your call. Let me know if you have any questions. =20 =20 =20 =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 From: Timothy Thomas >=20 Sent: Friday, September 22, 2023 5:46 AM To: Elizabeth Clark > Cc: Laszlo Kovacs > Subject: Re: Confidentiality concern =20 Thanks Elizabeth, I know it's not a simple fix, there are lots of = nuances. I trust your team can't overcome it.=20 =20 On Thu, Sep 21, 2023 at 10:06=E2=80=AFPM Elizabeth Clark = > wrote: I will look into it first thing in the morning, I=E2=80=99m sorry things = are so escalated this week. We will fix it. Pardon my brevity, Sent from my iPhone =20 On Sep 21, 2023, at 5:00 PM, Timothy Thomas > wrote: =EF=BB=BF Good evening,=20 =20 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 o