This is a multipart message in MIME format. ------=_NextPart_000_009B_01D9ED3C.D0447BB0 Content-Type: multipart/alternative; boundary="----=_NextPart_001_009C_01D9ED3C.D0447BB0" ------=_NextPart_001_009C_01D9ED3C.D0447BB0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable Thank you! I had just spoken with Sumira and she informed me as well =20 =20 From: lisa.barker@thekey.com =20 Sent: Friday, September 22, 2023 10:08 AM To: gerard.draetta@thekey.com; eclark@thekey.com Cc: 'Sumira Suthesan' ; 'Kristy Poyner' = ; 'Lito Delapena' ; = 'Timothy Thomas' Subject: RE: Year to date statement required ASAP =20 Hi Gerard, =20 This is already taken care of no need for you to work on it. =20 Thanks, =20 =20 Lisa Barker=20 Manager, Accounts Receivable lisa.barker@thekey.com =20 =20 =20 =20 =20 =20 From: gerard.draetta@thekey.com = >=20 Sent: Friday, September 22, 2023 8:47 AM To: eclark@thekey.com ; = lisa.barker@thekey.com =20 Cc: 'Sumira Suthesan' >; 'Kristy Poyner' = >; 'Lito = Delapena' >; = 'Timothy Thomas' > Subject: RE: Year to date statement required ASAP =20 I will reach out to Sumira and see how I can assist =20 =20 From: eclark@thekey.com >=20 Sent: Thursday, September 21, 2023 12:31 PM To: 'Gerard Draetta' >; lisa.barker@thekey.com = =20 Cc: 'Sumira Suthesan' >; 'Kristy Poyner' = >; 'Lito = Delapena' >; = 'Timothy Thomas' > Subject: FW: Year to date statement required ASAP Importance: High =20 Hi Gerard and Lisa =20 Can you step in and help Sumira take this one to the finish line for = Tim? At this time she should be focused primarily on Billing, so we need = these YTD statement requests managed by Collections or Help Desk but if = these came back declined, Lisa should weigh in too.=20 =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Timothy Thomas >=20 Sent: Thursday, September 21, 2023 8:49 AM To: Sumira Suthesan > Subject: Re: Year to date statement required ASAP =20 That is very concerning. Can we verify if anything like that has = happened before? We need to ask them how they would like to proceed. = Apply the payment and have a credit on the account or reimburse the = difference. With an apology. If there are any NSF fees we should cover = them as well.=20 =20 On Thu, Sep 21, 2023 at 11:39=E2=80=AFAM Sumira Suthesan = > wrote: Hi Tim, =20 I looked into converge. So I'm confused because it shows that the payment declined due to = non-sufficient funds. =20 =20 But then the payment settled =20 =20 The 7k settlement on September 8 includes the $5557.24 payment for Penny = Casey and 3 other clients. =20 Do you want me to apply the $14,182.72 overpayment to their account = (one payment for $5557.24 was already applied to the September 5 = invoice)? Currently they owe $8682.40 for the Sept 11 and 18 invoices. =20 Sumira Suthesan Accounts Receivable Specialist T: 438-230-3887 ext.1070006 www.TheKey.com =20 =20 On Thu, Sep 21, 2023 at 7:19=E2=80=A