Cameron Rentch (cameron@internetthings.com)
2025-08-28 12:18:27

@deleted-U04GZ79CPNG @deleted-U06C7A8PVLJ @Nicholas McFadden can someone send me a report of any paraquat that were declined in the past 2 weeks along with the reasons for DQ? Need asap

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 12:35:40

@Cameron Rentch we are on it

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 12:39:34

35 leads were declined within the last two weeks

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 12:39:40

we are going through the notes now

Cameron Rentch (cameron@internetthings.com)
2025-08-28 12:40:00

send me a report please asap

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 12:41:19

we need to clean up the notes. It has all notes for the lead so we need to sift to pull out the decline reasoning. Once we do that we will send you the report. I can send you the list of leadIDs right now if you would like though

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 13:00:39
Paraquat Decline Reasoning.xlsx
🙌:skin_tone_2: deleted-U06C7A8PVLJ
Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 13:01:22

@Cameron Rentch let us know if you need anything else

Cameron Rentch (cameron@internetthings.com)
2025-08-28 13:05:38

@Nicholas McFadden @deleted-U04GZ79CPNG @Carter Matzinger every one of these should be a QA signed and declined. How have these been dispositioned in the reporting and systems, plus benchmark reports?

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 13:54:45

Some are in the status of "Signed & DECLINED ReTriggered" due to the backfills and that status is accounted for in the weekly financial report and the Looker dashboards but it was not included in the shared google sheet. However, Aidan is updating it to count that status now too.

Cameron Rentch (cameron@internetthings.com)
2025-08-28 14:39:12

@deleted-U04GZ79CPNG @Nicholas McFadden @Carter Matzinger @deleted-U06C7A8PVLJ @Ryan

This is from Dave at Flatirons

  1. Camp Lejeune - $45,500 of additional spend was added this week which we don’t have in the budget. What is the explanation?
  2. CPAP - $8,100 of additional spend was added this week which we don’t have in the budget. What is the explanation?
  3. Hair Relaxer – we are $13k over budget. What is the explanation of additional costs?
Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 14:39:56

We will get you answers to all 3

Cameron Rentch (cameron@internetthings.com)
2025-08-28 14:44:17

thank you.

@Ryan also please read the above strings:

  1. make sure all paraquat that are QA signed and declined are removed from all data abd dashboards, and revenue is reveresed
  2. camp lejeune has been off for over 1 year, all of a sudden more sign ups and revenue which makes zero sense
  3. CPAP campaign has been off for over 6 months, all of a sudden more revenue which makes zero sense Need answers asap
Ryan (ryan@themedialab.agency)
2025-08-28 15:05:20

*Thread Reply:* @Cameron Rentch

On #1, which dashboards? None have Signed and Declined in them on SL unless declined today.

Ryan (ryan@themedialab.agency)
2025-08-28 15:05:58

*Thread Reply:* @deleted-U06C7A8PVLJ, please make sure none of your new Flatirons accessed dashboards have any leads with a status of "Signed & DECLINED" in them please.

Ryan (ryan@themedialab.agency)
2025-08-28 15:10:58

*Thread Reply:* @deleted-U06C7A8PVLJ, please advise here ASAP. FYI @Cameron Rentch

Ryan (ryan@themedialab.agency)
2025-08-28 15:11:24

*Thread Reply:* @Zekarias Haile, please ensure we reconcile Flatirons for May 2025 and Feb 2025 ASAP.

deleted-U06C7A8PVLJ
2025-08-28 15:22:29

*Thread Reply:* @Ryan I am only putting statuses that are billable for my flatirons dashboards and if it isn't a billable status (aka what is shown in the flatirons benchmark) it isn't included. So no S&D on my dashboards

Cameron Rentch (cameron@internetthings.com)
2025-08-28 15:29:04

*Thread Reply:* @Ryan call me on cell pls

deleted-U06C7A8PVLJ
2025-08-28 15:29:55

*Thread Reply:* @Ryan I am investigating more so I shall be able to provide my findings soon. I am comparing this week financial report that I sent to Dave & nancy against last week to see what the differences are

Ryan (ryan@themedialab.agency)
2025-08-28 15:32:56

*Thread Reply:* @Cameron Rentch, for #2 and #3.

Flatirons Camp Lejeune is reconciled and matches across SL Production, TIP Production and even our new TIP BI Real Time data at 836.

Here is a link to all 836 and their revenue. Mark yellow any changes you want,

https://docs.google.com/spreadsheets/d/1CxPEEzz6BUyaZz1ynSDXCAryK5BKKGwbzTnxHalXMV4/edit?gid=0#gid=0

image.png
image.png
Zekarias Haile (zhaile@shield-legal.com)
2025-08-28 15:33:14

*Thread Reply:* @Ryan I'm currently finishing May 2025 reconciliation

🙏:skin_tone_4: Ryan
Cameron Rentch (cameron@internetthings.com)
2025-08-28 15:02:05

@Ryan ^

slackbot
2025-08-28 15:02:19

@Ryan has been added to the conversation by Cameron Rentch.

Cameron Rentch (cameron@internetthings.com)
2025-08-28 15:04:40

thank you.

@Ryan also please read the above strings:

  1. make sure all paraquat that are QA signed and declined are removed from all data abd dashboards, and revenue is reveresed
  2. camp lejeune has been off for over 1 year, all of a sudden more sign ups and revenue which makes zero sense
  3. CPAP campaign has been off for over 6 months, all of a sudden more revenue which makes zero sense Need answers asap
Zekarias Haile (zhaile@shield-legal.com)
2025-08-28 15:10:44

@Zekarias Haile has joined the conversation

Ryan (ryan@themedialab.agency)
2025-08-28 15:32:58

@Cameron Rentch, for #2 and #3.

Flatirons Camp Lejeune is reconciled and matches across SL Production, TIP Production and even our new TIP BI Real Time data at 836.

Here is a link to all 836 and their revenue. Mark yellow any changes you want,

https://docs.google.com/spreadsheets/d/1CxPEEzz6BUyaZz1ynSDXCAryK5BKKGwbzTnxHalXMV4/edit?gid=0#gid=0

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 15:39:35

We think that there is a possibility with all the reconciliations happening something might have been updated that then triggered something to increase the financials. We are still investigating

Cameron Rentch (cameron@internetthings.com)
2025-08-28 15:41:23

so @Ryan why is there additional revenue showing. Flatirons is showing their budget on camp lejeune changed.

Ryan (ryan@themedialab.agency)
2025-08-28 15:41:43

@Cameron Rentch,

Flatirons CPAP is reconciled and matches across all platforms at 1083. Nothing has changed here either. Here are the financials in same sheet, different tab if you need to make an adjustment.

https://docs.google.com/spreadsheets/d/1CxPEEzz6BUyaZz1ynSDXCAryK5BKKGwbzTnxHalXMV4/edit?gid=416806081#gid=416806081

image.png
image.png
Cameron Rentch (cameron@internetthings.com)
2025-08-28 15:58:34

@Nicholas McFadden @deleted-U06C7A8PVLJ please let me know what your investigation shows.

👀 deleted-U06C7A8PVLJ
Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 16:04:51

Will do

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 17:21:12

@Cameron Rentch We identified 15 lead changes across CPAP, Hair Relaxer, and Camp Lejeune cases requiring review. One CPAP lead was initially declined and properly removed from financials, but later returned to billable status. This created a discrepancy where the lead appeared in reporting but not financials (since financials only update on first billable status, not subsequent changes). During recent reconciliation, we adjusted financials upward to match the TIP system showing the additional lead. Still reviewing remaining cases to identify any similar issues.

image.png
Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 17:22:04

@deleted-U06C7A8PVLJ will continue investigating the remaining changes but we imagine them to be of a similar nature

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 17:25:47

We need to establish a better communication process between Luis and Zeke when they remove something out of Decline and make it billable again.

Cameron Rentch (cameron@internetthings.com)
2025-08-28 17:26:08

@Nicholas McFadden I am still very confused. @Ryan really need some help. Dave wants answers.

Dave said the total funds spent increased in the past week.

Nick - Ryan said there is nothing you or anyone could do to cause increase in spend in flatirons dashboard.

Ryan - Nick seems to be saying otherwise.

Nick - Can you and Edward please identify any changes made to leads ans status for lejeune and cpap in the past week?

Ryan (ryan@themedialab.agency)
2025-08-28 17:26:32

@Zekarias Haile , you will have to add back one once Edward marks Signed e-Sign again for these.

👍:skin_tone_3: Zekarias Haile
deleted-U06C7A8PVLJ
2025-08-28 17:33:47

@Cameron Rentch Yes we are looking into that

Joe Santana (jsantana@shield-legal.com)
2025-08-28 17:34:46

Following after meeting earlier

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 18:02:04

The financial systems do match up now but that is because of the reconciliation. It seemed as though we were on budget but after the change back to billable was accounted for it now it is over budget because they continued getting leads when the contract/financials thought that lead was declined

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 18:02:38

The financial systems do match up now but that is because of the reconciliation. It seemed as though we were on budget but after the change back to billable was accounted for it now it is over because they continued getting leads when the contract/financials thought that lead was declined

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 18:03:34

The financial systems do match up now but that is because of the reconciliation. It seemed as though we were on budget but after the change back to billable was accounted for it now it is over budget because they continued getting leads when the contract/financials thought that lead was declined

Ryan (ryan@themedialab.agency)
2025-08-28 18:33:51

That makes sense, so have we added @deleted-U06C7A8PVLJ the declined and then returned to billable back to financial log yet?

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 18:37:48

Although an overage they match across the systems thanks to reconciliation. The question is why did it go back to billable? We usually base it off of DL’s Medical Tracking report so although we declined it they might still have it as open and that would make sense why Luis returned it to a billable status

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 18:44:07

It just wasn’t communicated that the change was made and then when Zeke saw the count difference he fixed it as he should’ve. It’s just there was a time delay between when the lead was declined when we were under contract count and when Luis returned it to billable status and the reconciliation cleaned it up. In that window we seemingly needed more leads on the contract so we continued finalizing. Now there is a possibility that it should still be declined but DL just hasn’t updated it. Will have to talk with Luis to figure out if there was additional reasoning from them that would explain why he moved it but otherwise we might need to ask DL

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-28 18:47:22

It just wasn’t communicated that the change was made and then when Zeke saw the count difference he fixed it as he should’ve. It’s just there was a time delay between when the lead was declined when we were under contract count and when Luis returned it to billable status and the reconciliation cleaned it up. In that window we seemingly needed more leads on the contract so we continued finalizing. Now there is a possibility that it should still be declined but DL just hasn’t updated it. Will have to talk with Luis to figure out if there was additional reasoning from them that would explain why he moved it but otherwise we might need to ask DL

Cameron Rentch (cameron@internetthings.com)
2025-08-28 18:54:00

I need a specific exact answer for any rev changes if increased.

Lead ID, Case ID Original status New status Reason updated Date updated

It must be precise 100% on lejeune and cpap.

Joe Santana (jsantana@shield-legal.com)
2025-08-28 19:01:23

Following

deleted-U06C7A8PVLJ
2025-08-28 19:03:08

Reviewing. I will look for those things @Cameron Rentch

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-29 00:36:34

@deleted-U06C7A8PVLJ @Zekarias Haile and I have been working on this until now. We’ve been digging into what happened across the 15 leads (CPAP, Camp Lejeune, and Hair Relaxer), identifying weaknesses in our current processes, and pinpointing the system/tool limitations that allowed the discrepancies to go unnoticed. We’re brainstorming solutions and preventative measures, with the goal of putting together a concrete plan and SOPs we can bring forward. Tomorrow we’ll meet with Brittany and the team to gather any additional insights/solutions, and we’ll also connect with Luis and Ops to better understand the reasoning behind some of the specific changes. After that, we’ll regroup with the broader team to make sure you’re fully equipped with the context of what happened and the solutions moving forward.

👍:skin_tone_3: Zekarias Haile
deleted-U06C7A8PVLJ
2025-08-29 00:37:46

*Thread Reply:* Thank you @Nicholas McFadden for posting this, we'll circle back to this first thing tomorrow morning

Ryan (ryan@themedialab.agency)
2025-08-29 09:05:10

When we have the new shield financials, anything like this will be avoided. In the old system, we had a rule for Tony, if you decline and then sign, we had to be informed with the lead IDs.

Edward, for now you can simply delete them from public financial log when declined, instead of marking them, signed and declined, then if they re-sign them, the lambda would pull them back in as unique. That may be the simple way to solve it.

deleted-U06C7A8PVLJ
2025-08-29 11:05:37

*Thread Reply:* Yes I agree. The new shield financials would fix this and okay starting today if they move to signed and declined I will delete those rows from public financial log. Anywhere else I should delete them from ?

Ryan (ryan@themedialab.agency)
2025-08-29 11:25:36

*Thread Reply:* No, just public.financial_log so if they come back. Do this for all declines moving foward so this "declined and then re-signed" does not bite us until we are on the new system @deleted-U06C7A8PVLJ

FYI @Joe Santana @Nicholas McFadden

✅ deleted-U06C7A8PVLJ
Joe Santana (jsantana@shield-legal.com)
2025-08-29 10:01:08

Ryan, do we take this as we are not to be investigating and modifying this or processes, any further?

Cameron Rentch (cameron@internetthings.com)
2025-08-29 12:02:16

@Ryan @Nicholas McFadden @Edward Weber I have to get specific answers to Dave at Flatirons today. Please get me the exact answers that caused the increase in spend /revenue on camp leijeune and Cpap. Need asap.

deleted-U06C7A8PVLJ
2025-08-29 12:04:13

@Cameron Rentch We are wrapping up our findings and we will post that as soon as we can.

Ryan (ryan@themedialab.agency)
2025-08-29 12:08:19

@deleted-U06C7A8PVLJ, be sure to put each of the 15 lead IDs into this format for @Cameron Rentch so he can get the answers to Dave.

What is your timeline on this @deleted-U06C7A8PVLJ?

• Lead ID, Case ID • Original status • New status • Reason updated • Date updated

deleted-U06C7A8PVLJ
2025-08-29 12:13:27

*Thread Reply:* @Ryan Okay. Nick and I working on having it asap but may need 2-3 hours to finish our findings and to place it in that format.

Ryan (ryan@themedialab.agency)
2025-08-29 12:21:24

*Thread Reply:* @deleted-U06C7A8PVLJ, lets make it 3 hours hard delivery time please. FYI @Cameron Rentch

✅ deleted-U06C7A8PVLJ, Nicholas McFadden
Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-29 16:22:47

You can see that there are multiple leads going from decline status back into billable status after being in decline status for 6-12 months

☝️:skin_tone_4: Ryan
Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-29 16:23:10

Case 1: Lead ID: 468814, Case ID: 256848 • CaseType: CPAP • E-Sign Date: 4/10/2024 3:28:02 PM • Original status: Signed & Declined • New status: Signed e-Sign QA • Decline reason: Declined by management • Decline Date updated: 07/07/2024 • Re-Billable: Paralegal email confirmed client was "in settlement program" • Re-Billable Date updated: 04/30/2025 Case 2: Lead ID: 362831, Case ID: 254872 • CaseType: CPAP • E-Sign Date: 1/5/2024 1:02:10 PM • Original status: Signed & Declined • New status: Signed e-Sign QA • Decline reason: ◦ Approved to be SIGNED & DECLINED per Tony Jones. ◦ Spoke with phillips representative, said the clients information does not pull up on their system. ◦ Called multiple times, no answer. no dial tone, call discconnected without possibility of leaving VM • Decline Date updated: 5/24/2024 • Re-Billable: Dicello confirmed case is still open • Re-Billable Date updated: 4/30/2025 Case 3: Lead ID: 454308, Case ID: 256513 • CaseType: CPAP • E-Sign Date: 3/27/2024 2:24:14 PM • Original status: Signed & Declined • New status: Signed e-Sign QA • Decline reason: ◦ Approved to be SIGNED & DECLINED per Tony Jones. ◦ Not Registered with Phillips ◦ Called multiple times, no answer. no dial tone, call discconnected without possibility of leaving VM • Decline Date updated: 5/24/2025 • Re-Billable: Dicello confirmed case is still open • Re-billable Date updated: 4/30/2025

Cameron Rentch (cameron@internetthings.com)
2025-08-29 16:25:08

@Nicholas McFadden @deleted-U06C7A8PVLJ rest of them? Lejeune?

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-29 16:28:49

We have 4/8 Camp Lejeune's and still have to tackle the 4 Hair Relaxers

deleted-U06C7A8PVLJ
2025-08-29 16:29:54

Working on finding the last 4 for CL

Ryan (ryan@themedialab.agency)
2025-08-29 16:30:57

Let’s post the 4 camp lejeunes for @Cameron Rentch

Ryan (ryan@themedialab.agency)
2025-08-29 16:31:19

And post rest when done. Thanks guys.

Nicholas McFadden (nickmcfadden@shield-legal.com)
2025-08-29 16:39:22

Case 4: Lead ID: 478319, Case ID: 257388 • CaseType: CL EO • E-Sign Date: 4/23/2024 3:26:55 PM • Original status: Client OPT Out • New status: Signed e-Sign QA • Decline reason: PNC called to put hold on filing process due to fees - wants to cancel filing • Decline Date updated: 04/24/2024 • Re-Billable: DL confirmed case is still open • Re-billable Date updated: 04/30/2025 Case 5: Lead ID: 502902, Case ID: 259157 • CaseType: CL • E-Sign Date: 6/11/2024 12:10:22 PM
• Original status: Signed & DECLINED • New status: Signed e-Sign QA • Decline reason: JP's Medical Tracker showing closed • Decline Date updated: 01/16/2025 • Re-Billable: DL confirmed case is still open • Re-billable Date updated: 04/30/2025 Case 6: Lead ID: 547136, Case ID: 303114 • CaseType: CL • E-Sign Date: 7/24/2024 5:09:00 PM • Original status: Signed & DECLINED • New status: Signed e-Sign QA • Decline reason: PNC's diagnosis not confirmed, PNC unresponsive to calls • Decline Date updated: 08/06/2024 • Re-Billable: DL confirmed case is still open • Re-billable Date updated: 04/30/2025 Case 7: Lead ID: 505123, Case ID: 303107 • CaseType: CL • E-Sign Date: 08/06/2024 01:24:14 PM
• Original status: Signed & DECLINED • New status: Signed e-Sign QA • Decline reason: PNC unsure of liver/kidney ailment diagnosis, unable to recall specific diagnosis • Decline Date updated: 08/07/2024 • Re-Billable: DL confirmed case is still open • Re-billable Date updated: 04/30/2025