Re: FW: Auto Pay - CAD & Midwest

HI Tim,

i'll go back through the list and provide my recommendations for those that
should have Auto pay reactivated.

Thank you,

Lito Delapena

Manager Customer Contact & Collections Center
* Please note my email has changed: *
lito.delapena@thekey.com
<https://brand.thekey.com/esg/lito.delapena@thekey.com>
619-722-8561 Ext. 190013
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>


On Wed, Nov 13, 2024 at 6:19 AM Timothy Thomas <tt@thekey.com> wrote:

> Thanks Lito.
>
> I'll go through with the team. Hopefully we can convince some clients to
> enable it.
>
> On Tue, Nov 12, 2024 at 1:48 PM Lito Delapena <lito.delapena@thekey.com>
> wrote:
>
>> Hi Tim,
>>
>> We reviewed the list of clients with outpay deactivated and wanted to
>> provide the notes below as to why Autopay was removed. Please let me know
>> if you have any questions
>>
>> ID Name Customer Location Region Autopay Date status changed Reason
>> Autopay Removed
>> 157938 Joanne Fitzpatrick Montreal Canada No 10/30/24 12:22 Client
>> Deceased and the original account on file was closed
>> 160749 Deirdre McIlwraith Montreal Canada No 9/18/24 2:37 Client asked
>> for payment information to be removed after last invoice was paid- ticket
>> 937300
>> 161362 Dr. Valerie Pasztor Montreal Canada No 9/11/24 12:46 Approved by
>> Laszlo- The Royal Trust Bank is POA for this client and make the payments
>> via EFT ticket 947563
>> 101432 Patrick Johns Milwaukee Midwest No 8/30/24 2:03 Client passed
>> away POA no longer has access to funds. Turned off until Bank of America to
>> be appointed as trustee
>> 160825 Gail Kaitis Chicago Midwest No 8/27/24 3:15 Client was
>> deactivated on 8/18/24 no longer needed care- Account was turned of due to
>> incorrect ACH information
>> 159596 Nancy Paul Columbus (Ohio) Midwest No 8/21/24 4:06 Auto pay was
>> not turned back on after PAF info was reentered correctly- Client no longer
>> on service Ticket 922032
>> 121078 Martha Trout Columbus (Ohio) Midwest No 8/20/24 4:54 Client
>> Deceased approved by Lito on Ticket 903825 to turn off
>> 160245 Gloria Belling Milwaukee Midwest No 8/15/24 4:40 Incorrect
>> payment information on CCA so Autopay was removed. Client no longer needs
>> service Deactivated on 7/29/24
>> 160448 Susan Galloway Calgary Canada No 7/29/24 12:14 Client Deceased
>> Approval for Client to pay by check by Laszlo and Timothy Thomas- Ticket
>> 881773
>> 159996 Tommaso Butera Montreal Canada No 7/19/24 1:54 Client was
>> approved to pay via E- Transfer - Ticket 874264- Client no longer needs
>> care as of 9/12/24
>> 157867 Bob Cockburn Oakville Canada No 7/8/24 1:08 Client is deceased
>> autopay and Visa card removed per POC request- Ticket 856630
>> 159799 Gordon Lax Montreal Canada No 7/2/24 3:04 Client pays by E-
>> Transfer approved by Cheryl Cartwright
>> 159561 David Asper Chicago Midwest No 6/30/24 1:46 Client was approved
>> to pay by check by Diane Mockenhaupt- Ticket 84120
>> 133480 Jon Payne Milwaukee Midwest No 6/25/24 11:33 Auto pay turned off
>> due to it being a trust account and invoice needs to be reviewed prior to
>> pay. Ticket 845278
>> 151409 Susan Ferguson Toronto Canada No 6/21/24 20:32 Credit card was
>> compromised Turn off awaiting for new card info.Updated information added
>> to Versa pay multiple paying accounts.7 Payment methods on file
>> 158658 Tom Smith St.Louis Midwest No 6/18/24 0:33 Client cancelled
>> services on 8/8/24. No notes as to why Versapay was turned off
>> 158166 "Jim" James Henderson Winnipeg Canada No 6/18/24 0:16 Client has
>> Split payments with SFMC and cannot be activated for autopay
>> 157952 Mazarine Lodge Elizabeth Fry Vancouver Canada No 5/22/24 11:29 Client
>> pays by check,we were awaiting approval from the bank for the name change
>> 8/5/24. Never updated banking info in system
>> 150699 Bev and Sam Mozell Calgary Canada No 5/22/24 10:47 Client
>> deactivated on 5/14/24| requested to have AP turned off as service no
>> longer needed
>> 157877 Gerald and Edith Martin Waterloo Canada No 5/20/24 22:09 Autopay
>> cancelled on 5/20/24 by Marc , invalid account number. Client deactivated
>> on 5/22/24
>> 157848 Michael Pollack Chicago Midwest No 5/20/24 22:08 Per Ticket
>> 778969 Jennifer Piper and Laszlo approved to pay by checkClient is deceased
>> 5/7/24
>>
>> thank you,
>>
>> Lito Delapena
>>
>> Manager Customer Contact & Collections Center
>> * Please note my email has changed: *
>> lito.delapena@thekey.com
>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>> 619-722-8561 Ext. 190013
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>> On Wed, Nov 6, 2024 at 1:12 PM Timothy Thomas <tt@thekey.com> wrote:
>>
>>> I think that would be helpful. I'm trying to arm my CSMs with the info
>>> needed to convince these clients to turn it back on.
>>>
>>> Let me know what you think.
>>>
>>> On Tue, Nov 5, 2024 at 3:56 PM <eclark@thekey.com> wrote:
>>>
>>>> You’re welcome! I’d have to investigate each one and discuss the
>>>> reasons it was turned off with Lito.
>>>>
>>>>
>>>>
>>>> For example, Joanne Fitzpatrick’s original MOP failed, and we added a
>>>> new one for her but if she wont sign a new PAF, and won’t enter the new MOP
>>>> on her own, we legally cannot enroll her in autopay using a different
>>>> account/card. Meaning when autopay is turned on, if you log in and change
>>>> the card/account on file as the Client, you cannot opt-out of autopay, so
>>>> it forces you to re-enroll.
>>>>
>>>>
>>>>
>>>> If however the client wont login and the collections staff is on the
>>>> phone and gets a new card on file but the client wont give permission to
>>>> auto deduct, we cannot re-enroll her. If we get audited, we will be found
>>>> out of compliance.
>>>>
>>>>
>>>>
>>>> We can do that deep dive for you if you’d like?
>>>>
>>>>
>>>>
>>>> Kind regards-
>>>>
>>>>
>>>>
>>>> Elizabeth Clark
>>>>
>>>> Director
>>>>
>>>> CI & Transformation
>>>>
>>>> Finance Onboarding & Experience
>>>>
>>>> Collections
>>>>
>>>> Billing Help Desk
>>>>
>>>>
>>>>
>>>> *TheKey*
>>>>
>>>> Office|Cell : 619-822-4855
>>>>
>>>> eclark@thekey.com
>>>>
>>>>
>>>>
>>>> *TheKey.com <https://www.thekey.com/>*
>>>>
>>>>
>>>>
>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Timothy Thomas <tt@thekey.com>
>>>> *Sent:* Tuesday, November 5, 2024 12:49 PM
>>>> *To:* eclark@thekey.com
>>>> *Cc:* Laszlo Kovacs <laszlo.kovacs@thekey.com>
>>>> *Subject:* Re: FW: Auto Pay - CAD & Midwest
>>>>
>>>>
>>>>
>>>> Thanks Liz
>>>>
>>>>
>>>>
>>>> In your opinion. What’s the best argument to convince them to enable it?
>>>>
>>>>
>>>>
>>>> On Tue, Nov 5, 2024 at 2:45 PM <eclark@thekey.com> wrote:
>>>>
>>>> Hello-
>>>>
>>>>
>>>>
>>>> Here is the list of clients whose autopay was removed in the last 6
>>>> months. Is this helpful?
>>>>
>>>>
>>>>
>>>> *ID*
>>>>
>>>> *Name*
>>>>
>>>> *Customer Location*
>>>>
>>>> *Region*
>>>>
>>>> *Autopay*
>>>>
>>>> *Date status changed*
>>>>
>>>> 157938
>>>>
>>>> Joanne Fitzpatrick
>>>>
>>>> Montreal
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 10/30/2024 12:22
>>>>
>>>> 160749
>>>>
>>>> Deirdre McIlwraith
>>>>
>>>> Montreal
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 9/18/2024 2:37
>>>>
>>>> 161362
>>>>
>>>> Dr. Valerie Pasztor
>>>>
>>>> Montreal
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 9/11/2024 12:46
>>>>
>>>> 101432
>>>>
>>>> Patrick Johns
>>>>
>>>> Milwaukee
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 8/30/2024 2:03
>>>>
>>>> 160825
>>>>
>>>> Gail Kaitis
>>>>
>>>> Chicago
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 8/27/2024 3:15
>>>>
>>>> 159596
>>>>
>>>> Nancy Paul
>>>>
>>>> Columbus (Ohio)
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 8/21/2024 4:06
>>>>
>>>> 121078
>>>>
>>>> Martha Trout
>>>>
>>>> Columbus (Ohio)
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 8/20/2024 4:54
>>>>
>>>> 160245
>>>>
>>>> Gloria Belling
>>>>
>>>> Milwaukee
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 8/15/2024 4:40
>>>>
>>>> 160448
>>>>
>>>> Susan Galloway
>>>>
>>>> Calgary
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 7/29/2024 12:14
>>>>
>>>> 159996
>>>>
>>>> Tommaso Butera
>>>>
>>>> Montreal
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 7/19/2024 1:54
>>>>
>>>> 157867
>>>>
>>>> Bob Cockburn
>>>>
>>>> Oakville
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 7/8/2024 1:08
>>>>
>>>> 159799
>>>>
>>>> Gordon Lax
>>>>
>>>> Montreal
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 7/2/2024 3:04
>>>>
>>>> 159561
>>>>
>>>> David Asper
>>>>
>>>> Chicago
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 6/30/2024 1:46
>>>>
>>>> 133480
>>>>
>>>> Jon Payne
>>>>
>>>> Milwaukee
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 6/25/2024 11:33
>>>>
>>>> 151409
>>>>
>>>> Susan Ferguson
>>>>
>>>> Toronto
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 6/21/2024 20:32
>>>>
>>>> 158658
>>>>
>>>> Tom Smith
>>>>
>>>> St.Louis
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 6/18/2024 0:33
>>>>
>>>> 158166
>>>>
>>>> "Jim" James Henderson
>>>>
>>>> Winnipeg
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 6/18/2024 0:16
>>>>
>>>> 157952
>>>>
>>>> Mazarine Lodge Elizabeth Fry
>>>>
>>>> Vancouver
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 5/22/2024 11:29
>>>>
>>>> 150699
>>>>
>>>> Bev and Sam Mozell
>>>>
>>>> Calgary
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 5/22/2024 10:47
>>>>
>>>> 157877
>>>>
>>>> Gerald and Edith Martin
>>>>
>>>> Waterloo
>>>>
>>>> Canada
>>>>
>>>> No
>>>>
>>>> 5/20/2024 22:09
>>>>
>>>> 157848
>>>>
>>>> Michael Pollack
>>>>
>>>> Chicago
>>>>
>>>> Midwest
>>>>
>>>> No
>>>>
>>>> 5/20/2024 22:08
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Elizabeth Clark
>>>>
>>>> Director
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Emily Penne <epenne@appwrap.tech>
>>>> *Sent:* Tuesday, November 5, 2024 8:21 AM
>>>> *To:* eclark@thekey.com; Troy Riha <troy.riha@thekey.com>
>>>> *Cc:* HCA NetSuite AppWrap Support <hca@appwrap.tech>
>>>> *Subject:* RE: Auto Pay - CAD & Midwest
>>>>
>>>>
>>>>
>>>> HI Elizabeth,
>>>>
>>>>
>>>> I have created a search here with below parameters:
>>>>
>>>>
>>>>
>>>> Region ( based on Customer Location record) = Midwest OR Canada
>>>>
>>>> Field = AutoPay
>>>>
>>>> Date Status Changed = On or after 5/1/24
>>>>
>>>> AutoPay = False (not checked on customer record)
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Please see if this is what you need. I included filters on the top for
>>>> Autopay  in case you want to see all changes
>>>>
>>>>
>>>>
>>>> Canada and Midwest region - Customers with Auto-pay change to False
>>>> <https://3791323.app.netsuite.com/app/common/search/searchresults.nl?searchid=94935&whence=>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Thanks
>>>>
>>>> Emily
>>>>
>>>> *From:* eclark@thekey.com <eclark@thekey.com>
>>>> *Sent:* Monday, November 4, 2024 6:52 PM
>>>> *To:* 'Emily Penne' <epenne@appwrap.tech>; 'Troy Riha' <
>>>> troy.riha@thekey.com>
>>>> *Cc:* 'HCA NetSuite AppWrap Support' <hca@appwrap.tech>
>>>> *Subject:* FW: Auto Pay - CAD & Midwest
>>>>
>>>>
>>>>
>>>> Hi There
>>>>
>>>>
>>>>
>>>> We use a clients autopay status in VP to update the appearance of the
>>>> remittance slip included with the invoices we send every week. Is it
>>>> possible to create a report that shows clients in Canada and MidWest
>>>> regions, and the changes made to their autopay status in the last 6 months?
>>>>
>>>>
>>>>
>>>> *From:* Laszlo Kovacs <laszlo.kovacs@thekey.com>
>>>> *Sent:* Friday, November 1, 2024 9:01 AM
>>>> *To:* eclark@thekey.com
>>>> *Cc:* Lito Delapena <lito.delapena@thekey.com>; Timothy Thomas <
>>>> tt@thekey.com>
>>>> *Subject:* Re: Auto Pay - CAD & Midwest
>>>>
>>>>
>>>>
>>>> I think that should be fine. Thank you!
>>>>
>>>>
>>>>
>>>> On Nov 1, 2024, at 10:51 AM, eclark@thekey.com wrote:
>>>>
>>>> 
>>>>
>>>> HI Laszlo
>>>>
>>>>
>>>>
>>>> We don’t have historical reporting available in Versapay. I can reach
>>>> out to Appwrap and see if they can query this but it will take development
>>>> on their end, should be under 10hrs. Is that ok?
>>>>
>>>>
>>>>
>>>> Elizabeth Clark
>>>>
>>>> Director
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Laszlo Kovacs <laszlo.kovacs@thekey.com>
>>>> *Sent:* Friday, November 1, 2024 8:43 AM
>>>> *To:* Lito Delapena <lito.delapena@thekey.com>; Elizabeth Clark <
>>>> eclark@thekey.com>
>>>> *Cc:* Timothy Thomas <tt@thekey.com>
>>>> *Subject:* Auto Pay - CAD & Midwest
>>>>
>>>>
>>>>
>>>> Hi Folks,
>>>>
>>>>
>>>>
>>>> Are you able to pull a list of CAD and Midwest clients who were setup
>>>> with auto-pay, but then were later removed. Tim is trying to run some
>>>> analysis on this group and this info would be helpful.
>>>>
>>>>
>>>>
>>>> Thanks,
>>>>
>>>>
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