--00000000000037414a064cc7030f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, I=E2=80=99m an away tomorrow. Are you ok if I call her on Friday to let 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 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 revi= ew 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. O= ur >> 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 t= o >> 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 rat= e >>> 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 = the >>> CDHC maximum coverage rate. Those invoices have been issued consistentl= y >>> 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 benef= it >>> frequency limits being reached. Because CDHC reimbursement operates on = a >>> first-paid basis across providers, we do not have visibility into when >>> another agency submit