Re: 146691 Mary Albo CDHC & 146984 Ray Albo CDHC - Collection of Overdue Balances of $9,588.78 & $8,168.41 (2025 Balances) - [#1393849]

--00000000000034f5a90648ebeca7 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi All, Thank you, Shawntel, for the update and for speaking with Candice. For context, Mary Albo has been a client with us since May of 2022. Given Candice=E2=80=99s concerns and her request, please have Lito connect with h= er directly to review the billing, cross-reference the outstanding balance, and help smooth out the relationship moving forward. I appreciate everyone=E2=80=99s efforts on this account and understand the complexity involved. Hopefully, a conversation with Lito will help clarify the situation and move things in a positive direction. Thank you all. Chuck On Wed, Jan 21, 2026 at 11:52=E2=80=AFAM Shawntel Sousa = wrote: > Hi All, > > I just spoke with Candice and she is +++ upset and would like to only > speak with Lito about billing going forward - she felt that herself and > Marc did not understand each other and she is not comfortable with speaki= ng > with Marc going forward. Please understand that this client is very > complex. > > Candice plans to pay the outstanding amount but she wants to cross > reference to ensure that this is accurate - she is also +++ upset that th= is > was not caught, I let her know that we cannot control when Blue Cross > denies a claim, we can only proceed forward. > > She seemed happy with our conversation but would like to speak with Lito > and cross reference what she owes us. > > Thank you for all your efforts Marc, this one will be a challenging one. > > *Respectfully, * > > *Shawntel Sousa, LPN* > > Client Success Manager | TheKey > > Mobile: 403-305-6588 Office: 403-301-3777 > > > > > > > On Wed, Jan 21, 2026 at 11:43=E2=80=AFAM Marc Atkinson > wrote: > >> =E2=80=8BGood Afternoon, >> >> I just had a 15 minute conversation with Candice Albo concerning the 202= 5 >> balances that were just moved over from CDHC to the Albos' private pay >> accounts. >> >> All in all, she still does not understand why we are billing them for >> services in 2025 and is blaming our accounting department for "not havin= g >> our information and billing in order at the time this originally occurre= d". >> >> I did my best to explain why these funds are owed to us and she is >> disputing the balances for multiple reasons: >> >> 1. She claims she does not know who to pay and believes our company has >> changed hands (ownership) multiple times in the last year. I explained t= hat >> it has not but she disagrees and claims she has proof of it. I feel she >> will not send us anything to substantiate these claims. >> 2. She claims she already paid what we invoiced. I explained to her that >> they were only invoiced for the rate difference between the rate the CDH= C >> covers vs. the total rate charged to them, but she could not confirm thi= s. >> She advised that she doesn't have time to look at the invoices and does = not >> know what I mean when I explained the rate difference. She kept saying t= hat >