Daily Digest - September 3, 2025

 🎉🎂 Happy Birthday to: Mark Smith of Barron & Newburger.

🎉 Congratulations to the following for starting their new positions: Annemarie Vogelgesang as VP of IT Operations at DCM Services.

🏈 NFL Football is back! Enjoy it with your Colleagues!

Survivor Pool: Just pick the winner of one game every week. Sign up here!

I will also be starting a weekly DraftKings pool. Entry fee is $5. If you want to be invited, please send me an email ([email protected]) or reply to this email.

It should come as no surprise to anyone that there is more attention being paid to what state regulators are doing because federal regulators are "in a coma," according to former CFPB Director Rohit Chopra. But, any hockey fan knows that the best place to pass the puck isn't towards where someone is right now, it's ahead of them, in the direction they are going, so they don't have to slow down or stop and wait for it.

So, the key is not just to know that you need to pay attention to state regulators, but to know what they are on the lookout for. If they come knocking at your door, are they asking to borrow butter or sugar?

ComplianceCon is your best bet to get firsthand knowledge from the experts who are interacting with state regulators on a daily basis. They are the people having conversations and negotiations. They know what regulators are on the lookout for.

Come to ComplianceCon and make sure your radar screen is up-to-date, because, if you're anything like me, you hate surprises.

🔖 🎓 Now with CLE Credits!

Collection Operation Wins Partial Appeal in Prejudgment Interest Case

• A Washington Appeals Court has granted an appeal filed by a collection operation to require a state court judge show his math on how he determined the amount of attorney’s fees to award plaintiffs in a case that alleged the collection operation was illegally charging prejudgment interest on the unpaid debt.

• More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Senate Eyes Raising Chapter 13 Debt Caps as Part of Defense Bill Amendments

• As lawmakers return from their August recess, the Senate is set to consider a bipartisan amendment that would temporarily raise debt limits for Chapter 13 bankruptcy filers, according to a published report. The measure, introduced by Senate Judiciary Chair Sen. Chuck Grassley [R-Iowa] and Ranking Member Sen. Dick Durbin [D-Ill.], is attached to the must-pass national defense authorization bill.

• More details here.

Judge Grants MSJ in FDCPA Case

• Perhaps a case study on what you sometimes need to avoid filing a motion to dismiss and instead proceed to seeking summary judgment because one document can make all the difference… A District Court judge in New Jersey has granted a defendant’s motion for summary judgment in a Fair Debt Collection Practices Act case because the plaintiff could not substantiate claims that the collection agency attempted to collect and furnished information about a utility debt to a credit reporting agency that were allegedly incurred after the plaintiff sold the house.

• More details here.

32 Companies Seeking Collection Talent

• The grass is always greener on the other side, the saying goes. That means that one of the 32 different jobs listed in this week's job listings summary might be your version of greener grass. If you aren't looking for greener grass, maybe you're looking for inspiration about how to write better job descriptions, or just keeping an eye on who is hiring and for what.

• More details here.

WORTH NOTING: America is becoming a nation of economic pessimists ... A deep dive on the size and scope of medical debt in America today ... The impact that fintech is having on digital payments ... New regulations are now in effect in Massachusetts regarding junk fees ... More consumers are turning to artificial intelligence for financial advice ... Why do people say "um" so much? ... Only in Florida? A 5-year-old snuck out of his house. Where he went might surprise you ... Seven strategies to help you overcome professional self-doubt.

Wisdom Wednesday, part I

Wisdom Wednesday, Part II

Webinar Recap: The Questions You Need Your Voicebot to be Able to Answer

As digital engagement becomes central to collections, voicebots are no longer a novelty—they’re a necessity. In this webinar, sponsored by Prodigal, panelists Shantanu Gangal, Rob Grafrath, and Matt Maloney explored how conversational AI can streamline operations, improve consumer experience, and free up agents to focus on high-value interactions.

The discussion emphasized that voicebots should be able to handle routine inquiries like account balance, payment options, and communication preferences with speed and empathy. But success hinges on authenticity: bots must sound natural, respond promptly, and be transparent about their identity. The panel also stressed the importance of backend infrastructure—real-time APIs and clean data are critical for bots to deliver accurate, context-aware responses.

While bots can handle most common questions, the panel agreed that complex disputes, legal inquiries, and emotionally sensitive situations should be escalated to human agents. The goal isn’t to replace collectors—it’s to empower them by offloading repetitive tasks and improving operational efficiency.

🧠 Key Takeaways:

1. Start with the Right Questions
   Identify the 10–20 most common consumer inquiries (e.g., “What is this about?” or “How much do I owe?”) and ensure your voicebot can answer them clearly and compliantly.

2. Invest in Real-Time Data Integration
   Avoid batch uploads. Use APIs to connect your bot to account histories, payment records, and communication logs—this ensures accurate, personalized responses.

3. Define Clear Escalation Paths
   Train your bot to recognize when a human touch is needed—especially for disputes, cease-and-desist requests, or emotionally charged conversations.

This session was a call to action: voicebots aren’t just tech upgrades—they’re strategic assets. Agencies that deploy them thoughtfully will see gains in engagement, compliance, and recovery.

Webinar Recap: Dealing with Insurance Questions in Early Out Collections

In today’s healthcare revenue cycle, early out agents are expected to be fluent in the complexities of health insurance. This webinar, hosted by AccountRecovery.net and sponsored by CSS Impact, featured Olivia Currin Britt, Megan Hebert, and Scott Ingram—three seasoned leaders who unpacked the most frequent insurance-related questions and shared strategies for improving patient engagement and resolution.

The panel emphasized that clarity is the cornerstone of successful collections. Patients often ask why they owe anything if they have insurance, why multiple bills exist for one visit, or why their insurance didn’t cover a charge. Agents must be equipped to explain deductibles, co-pays, co-insurance, and out-of-network nuances with confidence and empathy.

Technology plays a critical role in enabling one-call resolution. Full access to EHRs, EOBs, and insurance details is essential. The speakers also explored the potential of AI and chatbots to handle routine inquiries, but agreed that complex or emotionally sensitive issues still require human interaction. Above all, the patient must remain at the center of every conversation.

🧠 Key Takeaways:

1. Train for Clarity, Not Just Compliance
   Equip agents with tools and training to explain insurance coverage clearly. Confidence and accuracy build trust—and trust drives payment.

2. Use Technology to Empower, Not Replace
   AI can assist with eligibility checks and FAQs, but human agents are essential for nuanced conversations. Integration with client systems is key to real-time resolution.

3. Separate First and Third Party Workflows
   Maintain distinct teams, systems, and escalation paths for early out vs. bad debt accounts. This ensures compliance and preserves the integrity of patient relationships.

This session reinforced a simple truth: clarity before commitment. When patients understand their bills, they’re far more likely to pay them.

The Daily Digest is sponsored by TCN