--000000000000068ffa064c62902f Content-Type: multipart/alternative; boundary="000000000000068ff9064c62902d" --000000000000068ff9064c62902d Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Candace, I just wanted to follow up to see if you=E2=80=99ve had a chance to review = 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. Our 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 th= e > 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 benefit > 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 or > denies our reimbursement accordingly. When this occurs, the unpaid balanc= e > becomes the responsibility of the client. > > Although the service dates and caregivers listed on the invoices may alig= n > with previously issued statements, this does not constitute duplicate > billing. The initial invoices reflect the hourly rate difference only. Th= e > subsequent invoices reflect hours that CDHC confirmed were not covered du= e > to benefit limits being reached. These are separate billing components ti= ed > to the same service dates. > > For your reference and transparency, I am reattaching the Health Claim > Summaries for both of your parents, along with copies of the invoices tha= t > were transferred to private pay after Alberta Blue Cross confirmed the > non-covered amounts. > > Please let us know if you would like to review an