--0000000000002be320064ced44d5 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi team, I spoke with Candice today and currently she is dealing with her father=E2= =80=99s pneumonia, which has left him in a bit of a compromised situation. I spoke to Candice about pausing services until we receive payment for their services rendered in the past. Candice got very upset with me and started yelling at me and speaking inappropriately and then apologized quickly. From our conversation, she did indicate that she would pay $3000 today and work towards finding a solution for the remaining balance owing. Candice expressed several times how she still doesn=E2=80=99t understand the invoic= e=E2=80=99s despite everybody going through them with her and she indicated that she would just prefer to have one invoice that says how much CDHC covered and on the same invoice indicate what they owe for TheKey. Candace also mentioned several times that she has every intention to pay the outstanding amount. She started to cry and indicated that she would never not pay something that they owe, she just wants it to make sense. I did let her know that I would let the billing team know that she will make that $3000 payment today. I also let her know that if that payment was not received today that we would have to pause services after Monday. She understands this. *Respectfully, * *Shawntel Sousa, LPN* Client Success Manager | TheKey Mobile: 403-305-6588 Office: 403-301-3777 On Thu, Mar 12, 2026 at 10:06=E2=80=AFAM Chuck Terlesky wrote: > We will suspend services depending on the outcome of the conversation > Shawntel has with Candice - they represent 64 hours monthly. > > I am not aware of a communication letter stating the termination of > services. If you have one please provide it to me. > > Thanks, > Chuck > > > > On Thu, Mar 12, 2026 at 9:42=E2=80=AFAM Lito Delapena > wrote: > >> HI Team, >> >> As we prepare to cut services for the Albos, do we need to provide any >> communication or documentation? >> >> Thank you, >> >> Lito Delapena >> >> Customer Contact and Collections Manager | TheKey >> >> Mobile: 619-722-8561 >> >> >> >> >> >> On Thu, Mar 12, 2026 at 7:42=E2=80=AFAM Timothy Thomas w= rote: >> >>> @Chuck Terlesky is service suspended? We need to >>> do so asap. Shawntel can follow up tomorrow >>> >>> On Wed, Mar 11, 2026 at 6:18=E2=80=AFPM Shawntel Sousa >>> wrote: >>> >>>> Hi, >>>> I=E2=80=99m an away tomorrow. Are you ok if I call her on Friday to le= t her >>>> know about us having to pause services? >>>> >>>> I will also remind her that she cannot take our caregiver because I >>>> know she will try with the other company. >>>> >>>> *Respectfully, * >>>> >>>> *Shawntel Sousa, LPN* >>>> >>>> Client Success Manager | TheKey >>>> >>>> Mobile: 403-305-6588 Office: 403-301-3777 >>>> >>>> >>>> >>>> >>>> >>>> >>>> On Wed, Mar 11, 2026 at 4:08=E2=80=AFPM Lito Delapena >>>> wrote: >>>> >>>>> HI Chuck and Shawntel, >>>>> >>>>> As of