Re: Mary and Ray Albo | Invoices 1231897, 1244341, 1242689, 1226207

--0000000000004f09ae064cc6e059 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Chuck and Shawntel, As of today 3/11/2026, Candance has not responded to my attempts to collect the open balance for her parents. I recommend we pause or suspend services for both Mary and Ray Albo as soon as we can to avoid further accumulation of the balanced owed. Please let me know if you have any questions or concerns. Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Fri, Mar 6, 2026 at 2:27=E2=80=AFPM Lito Delapena wrote: > Hi Candace, > > I just wanted to follow up to see if you=E2=80=99ve had a chance to revie= w the > invoices and CDHC payment summaries that I shared with you. > > We understand how important it is for your parents to continue receiving > care, and we truly want to support them in maintaining the services they > need. At the same time, we do need an update on when we might expect > payment toward the outstanding balance. > > As the balance continues to grow, we may need to begin discussing the > possibility of temporarily pausing services while we wait for payment. Ou= r > hope is to avoid any disruption in care, so we would really appreciate > connecting with you to review the invoices and discuss next steps. > > Please let me know if you have any questions or if it would be helpful to > go over the details together. > > Thank you, and I look forward to hearing from you. > > Lito Delapena > > Customer Contact and Collections Manager | TheKey > > Mobile: 619-722-8561 > > > > > > On Mon, Mar 2, 2026 at 1:47=E2=80=AFPM Lito Delapena > wrote: > >> HI Candace, >> >> There will be invoices that were initially generated for the hourly rate >> difference and, at a later date, additional invoices reflecting service >> dates that CDHC ultimately declined to cover. >> >> As previously outlined, we bill the private pay rate difference >> immediately, which reflects the difference between our hourly rate and t= he >> CDHC maximum coverage rate. Those invoices have been issued consistently >> and are separate from the portion submitted to CDHC. >> >> After submitting claims to CDHC for the covered portion of services, we >> were later notified that certain service dates were denied due to benefi= t >> frequency limits being reached. Because CDHC reimbursement operates on a >> first-paid basis across providers, we do not have visibility into when >> another agency submits their claims. If another provider exhausts the >> available benefit amount before our claims are processed, CDHC reduces o= r >> denies our reimbursement accordingly. When this occurs, the unpaid balan= ce >> becomes the responsibility of the client. >> >> Although the service dates and caregivers listed on the invoices may >> align with previously issued statements, this does not constitute duplic= ate >> billing. The initial invoices reflect the hourly rate difference only. T= he >> subsequent invoi