--000000000000f857b40611e8018a Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, No clue what happened - the client does not owe anything - billing input her account number wrong after months of billing her with the same info - they sent me an email to say the cheque on file was different then the PAD info but it wasn't, it was the same. They have redone it and so far it seems that things are ok. I updated the son and the client. *Thank you,* *Shawntel Sousa, LPN* Client Success Manager Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office: 778-279-3634 *TheKey.ca * [image: TheKey] On Mon, Feb 19, 2024 at 8:25=E2=80=AFAM Timothy Thomas wrot= e: > Ok, then that call must not be about the audit. > > Please let me know if you don't hear back by tomorrow. > > Thanks > > On Fri, Feb 16, 2024 at 6:19=E2=80=AFPM Shawntel Sousa wrote: > >> Hi, >> >> Thank you for that info. The client got a $4,200 bill so I=E2=80=99m als= o >> assuming there is something wrong with the account. They only have care = 2x >> a week. >> >> The client is Teresita Aguinaldo - I did send billing a message to check >> in with what might be happening with the account. Likely won=E2=80=99t h= ear until >> mid next week with the holiday. >> >> Warm regards, >> Shawntel Sousa, LPN >> Client Success Manager >> Home Care Assistance/The Key >> >> Calgary Office number: (403) 301-3777 >> Winnipeg Office Number: (204) 489-6000 >> Mobile number: (403) 305-6588 >> >> >> On Fri, Feb 16, 2024 at 4:16=E2=80=AFPM Timothy Thomas w= rote: >> >>> Hi Shawntel, >>> >>> This is a part of a client audit that the billing team periodically doe= s >>> to confirm client details and ensure their billing info is accurate. I >>> believe it=E2=80=99s a financial requirement in the US. Usually they ch= eck with the >>> local office before reaching out. Please send me the clients name so I = can >>> double check. . >>> >>> >>> >>> Tim Thomas >>> Head of Canada Division >>> *Please note my email has changed:* >>> tt@TheKey.com >>> (514) 591-9387 >>> TheKey.ca >>> [image: TheKey] >>> >>> >>> On Fri, Feb 16, 2024 at 5:42=E2=80=AFPM Shawntel Sousa >>> wrote: >>> >>>> Hi Both, >>>> >>>> Maybe just a question or some insight. >>>> >>>> I had a very upset text from my friend today(his mom is getting >>>> services from us) about TheKey calling them from Florida regarding the= ir >>>> account. He has been declining the calls thinking they were a scam. We= 're >>>> also not sure why they haven't been charging the clients PAD when it's= on >>>> file and the file is tagged with that - if there was a concern with th= e >>>> payment method, wouldn't they ask me about it? >>>> >>>> My main question is, could we not call clients from an 8x8 local numbe= r >>>> instead of calling them from a Florida number? I feel we would have be= tter >>>> success in clients not thinking they are being scammed. >>>> >>>> *Thank you,* >>>> >>>> *Shawntel Sousa, LPN* >>>> >>>> Client Success