--00000000000031dbd3064cd59b88 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 wrot= e: > @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 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 suspe= nd >>> 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 ha= ve >>> 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 re= view 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