From: Northwest Pediatric Dental [mailto: [redacted] Sent: Tuesday, February [redacted] 11:AM To: drteam Subject: Revdex.com Case # [redacted] (Northwest Pediatric Dental) January *** [redacted] : [redacted] and [redacted] were scheduled in our office on Thursday January **,as a New Patient After I had verified their insurance I left a message on @ 9:am to quote for a New Patient appointment which includes (Exam, x-rays, and cleaning) When I had left the original message I was not aware this was suppose to be scheduled for a "Emergency visit" as I am not the person who scheduled these appointments Mom had returned my call and spoke to [redacted] to see what her copay was forSince I was on the phone with another patient [redacted] had told mom that her Insurance plan requires she pays the difference between the [redacted] fee's (which we're contracted with) and her fee schedule that she was provided by her employer Mom then told [redacted] okay and hung up Mom proceeded to call back and talked to [redacted] again and advised her she had contacted her insurance company as she did not believe what we had told her regarding her insurance Mom requested to speak to someone who knew more about her policy and was transferred to meWhen I first got on the phone with mom she questions what each fee was for I explained in detail what each fee was for as they were scheduled as "New Patients" Mom then told me she needed to be seen as the child was in pain Told mom since the patients have not been here we would need to do the exam and x-rays so the doctor could properly evaluate the child and we would not do the cleaning Mom immediately struck an attitude as I explained the fee's over and over Mom accused us of "over charging her" and not going by her insurance Mom then asked me to break down each fee giving her "Our contracted" rate with [redacted] and the fee we were provided by the insurance off her fee scheduleI was very cooperative and gave mom every response, but she continued to ask over and over why she had to pay and accused us of charging for things that weren't needed Gave quotes for both patient - the cleaning Mom then asked if she could bring her own xrays I explained if she had recent x-rays (bw in the last months or a pano in the last yrs) the doctor could try to use, but if unable would request to take her own Mom was not happy about paying when she knew they would have to come back and she would have to pay for treatment Mom proceeded to ask if we had any type of payment options or payment plans When I explained to the mom our office does not do payment plans and payment is due in full at the time of treatment mom go irriate and said that I was rude and i've been rude since we started this conversation When I tried to apologize(even though I had answered every questions multiple times) the mom said don't interrupt me and let me talk When she requested to speak to an office manager I explained that we don't have an office manager, but [redacted] is the owner and she will be in Friday Mom quickly responded so your under no supervision and I said [redacted] is in the office, but in treatment and I could have her call once she gets out Mom said that is not acceptable and she wants to speak to someone NOW The mom requested my name and I told her it was [redacted] she then asked for my last name and I told her I would not disclose that as I'm the only [redacted] in this office Mom then said she would not leave a message and requested to speak to someone when I tried to talk mom responded "are you Slow or something" when I told the mom not to speak to me like that or I would disconnect the callShe quickly said again " I said are you slow or something" at this point I disconnected the call as the mom was out of line Mom called back immediately and talked to [redacted] to express how rude and unprofessional I was and DEMANDED to speak to the doctor NOW [redacted] explained she was in treatment and she could take her name and number and call her as soon as she was donethe mom proceeded to ask [redacted] to speak to the "Rude Girl" which was me and I told [redacted] that I'm obviously not able to assisit mom and to take her name and to doctor would assist her Mom went on and on telling our receptionist that "I should not be answering the phones, but sweeping the floors somewhere" and "it's not her fault I make $an hour"After [redacted] told mom [redacted] would call her back mom called back minutes later with the [redacted] to speak with [redacted] Mom was placed on hold as [redacted] was completing treatment and as soon as she was done [redacted] took the call **Never during the course of this call was there any discrimination Mom was never laughed at any point and in fact has insurance coverage through [redacted] From the time mom was quoted the "Co-pay" of her plan mom was accusing our office of over charging (which she had already verified her plan after the first call) We never denied to see this patient as they were both scheduled the next day on 114, but mom had an issue with her portion continued to argue the copayDuring the call after mom had stated how "rude" and "unprofessional" I was I tried to take a message for [redacted] to call as soon as she was done, but mom was rude and continued to interrupt me every time I talked Mom had an attitude from the beginning and nothing I said was to her liking and eventually had to disconnect as mom started to belittle me by repeatley and that's when I be cam** [redacted] Mother called the office again after the above incident to ask to speak to the DrI was the current Doctor and picked up the lineMom started out by telling me she had the [redacted] on three way and that they were listening to the entire conversationShe began to tell her side which took several minutes when I responded at one point that having a full exam with xrays and cleaning was standard protocolShe continued to tell her side which in a nutshell after several more minutes was the: [redacted] had quoted her $120-for the visit according to treatment codes that she relayed to momShe expressed [redacted] was "nasty" for telling her this because mom asked why she had to have a cleaning and couldn't do just the exam - I explained that is standard and we were helping her answer her insurance questions which she said were confusing *She said that her two children were in pain and that we couldn't understand thatI explained that we could see them but don't normally treat on the first visit depending on what the pain is from *She asked why we can't discount the fees or offer a payment plan and I explained we do "care credit" which is a credit card she can apply for dental bills but we go by insurance fees as legally obligated and don't do payment plansShe felt I was being "nasty" at this point as well Mom continually interrupted me on several occasions to which I asked mom to let me know when she would be ready for me to discuss the pain aspect of the childrenShe then said "you nasty" and told me she would be calling the board .I gave her the dental board number but explained they take complaints of patients of recordShe continued to say "you nasty" you just "nasty"I explained that we could not see her children as their is now a conflict of interest between our office and her and she stated she would not come here anyhowshe then expressed again I was "nasty" and [redacted] was "nasty" and hung up
To my knowledge we quoted and charged the patient according to what we verified as his benefitsHis insurance, Blue Cross Blue Shield, is investigating the claim and we will comply with their determination of benefitsShould an additional refund be warranted, we will promptly issue another
refundThis case is under investigation and is complicated due to the type of insurance the patient has
From: Northwest Pediatric Dental [mailto:[redacted]
Sent: Tuesday, February [redacted] 2014 11:49 AM
To: drteam
Subject: Revdex.com Case # [redacted] (Northwest Pediatric Dental)
January [redacted]...
2014
[redacted]:
[redacted] and [redacted] were scheduled in our office on Thursday January **,2014 as a New Patient. After I had verified their insurance I left a message on 1/**/14 @ 9:09 am to quote for a New Patient appointment which includes (Exam, x-rays, and cleaning) When I had left the original message I was not aware this was suppose to be scheduled for a "Emergency visit" as I am not the person who scheduled these appointments. Mom had returned my call and spoke to [redacted] to see what her copay was for. Since I was on the phone with another patient [redacted] had told mom that her Insurance plan requires she pays the difference between the [redacted] fee's (which we're contracted with) and her fee schedule that she was provided by her employer. Mom then told [redacted] okay and hung up. Mom proceeded to call back and talked to [redacted] again and advised her she had contacted her insurance company as she did not believe what we had told her regarding her insurance. Mom requested to speak to someone who knew more about her policy and was transferred to me. When I first got on the phone with mom she questions what each fee was for. I explained in detail what each fee was for as they were scheduled as "New Patients". Mom then told me she needed to be seen as the child was in pain. Told mom since the patients have not been here we would need to do the exam and x-rays so the doctor could properly evaluate the child and we would not do the cleaning. Mom immediately struck an attitude as I explained the fee's over and over. Mom accused us of "over charging her" and not going by her insurance. Mom then asked me to break down each fee giving her "Our contracted" rate with [redacted] and the fee we were provided by the insurance off her fee schedule. I was very cooperative and gave mom every response, but she continued to ask over and over why she had to pay and accused us of charging for things that weren't needed Gave quotes for both patient - the cleaning. Mom then asked if she could bring her own xrays. I explained if she had recent x-rays (bw in the last 6 months or a pano in the last 2 yrs) the doctor could try to use, but if unable would request to take her own. Mom was not happy about paying when she knew they would have to come back and she would have to pay for treatment. Mom proceeded to ask if we had any type of payment options or payment plans. When I explained to the mom our office does not do payment plans and payment is due in full at the time of treatment mom go irriate and said that I was rude and i've been rude since we started this conversation. When I tried to apologize(even though I had answered every questions multiple times) the mom said don't interrupt me and let me talk. When she requested to speak to an office manager I explained that we don't have an office manager, but [redacted] is the owner and she will be in Friday. Mom quickly responded so your under no supervision and I said [redacted] is in the office, but in treatment and I could have her call once she gets out. Mom said that is not acceptable and she wants to speak to someone NOW. The mom requested my name and I told her it was [redacted] she then asked for my last name and I told her I would not disclose that as I'm the only [redacted] in this office. Mom then said she would not leave a message and requested to speak to someone when I tried to talk mom responded "are you Slow or something" when I told the mom not to speak to me like that or I would disconnect the call. She quickly said again " I said are you slow or something" at this point I disconnected the call as the mom was out of line. Mom called back immediately and talked to [redacted] to express how rude and unprofessional I was and DEMANDED to speak to the doctor NOW. [redacted] explained she was in treatment and she could take her name and number and call her as soon as she was done. the mom proceeded to ask [redacted] to speak to the "Rude Girl" which was me and I told [redacted] that I'm obviously not able to assisit mom and to take her name and to doctor would assist her. Mom went on and on telling our receptionist that "I should not be answering the phones, but sweeping the floors somewhere" and "it's not her fault I make $6.00 an hour". After [redacted] told mom [redacted] would call her back mom called back 5 minutes later with the [redacted] to speak with [redacted] Mom was placed on hold as [redacted] was completing treatment and as soon as she was done [redacted] took the call.
**Never during the course of this call was there any discrimination. Mom was never laughed at any point and in fact has insurance coverage through [redacted]. From the time mom was quoted the "Co-pay" of her plan mom was accusing our office of over charging (which she had already verified her plan after the first call) We never denied to see this patient as they were both scheduled the next day on 1/**/14, but mom had an issue with her portion continued to argue the copay. During the call after mom had stated how "rude" and "unprofessional" I was I tried to take a message for [redacted] to call as soon as she was done, but mom was rude and continued to interrupt me every time I talked. Mom had an attitude from the beginning and nothing I said was to her liking and eventually had to disconnect as mom started to belittle me by repeatley and that's when I be cam**
[redacted]
Mother called the office again after the above incident to ask to speak to the Dr. I was the current Doctor and picked up the line. Mom started out by telling me she had the [redacted] on three way and that they were listening to the entire conversation. She began to tell her side which took several minutes when I responded at one point that having a full exam with xrays and cleaning was standard protocol. She continued to tell her side which in a nutshell after several more minutes was the:
[redacted] had quoted her $120-135 for the visit according to treatment codes that she relayed to mom. She expressed [redacted] was "nasty" for telling her this because mom asked why she had to have a cleaning and couldn't do just the exam - I explained that is standard and we were helping her answer her insurance questions which she said were confusing
*She said that her two children were in pain and that we couldn't understand that. I explained that we could see them but don't normally treat on the first visit depending on what the pain is from
*She asked why we can't discount the fees or offer a payment plan and I explained we do "care credit" which is a credit card she can apply for dental bills but we go by insurance fees as legally obligated and don't do payment plans. She felt I was being "nasty" at this point as well
Mom continually interrupted me on several occasions to which I asked mom to let me know when she would be ready for me to discuss the pain aspect of the children. She then said "you nasty" and told me she would be calling the board .I gave her the dental board number but explained they take complaints of patients of record. She continued to say "you nasty" you just "nasty". I explained that we could not see her children as their is now a conflict of interest between our office and her and she stated she would not come here anyhow. she then expressed again I was "nasty" and [redacted] was "nasty" and hung up.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.
From: [redacted] Sent: Wednesday, June 25, 2014 4:20 PMTo: drteamSubject: Case Number #[redacted]
My Name is [redacted], I sent in a complaint yesterday to Revdex.com and then you sent it to the Northwest Pediatric Dental. The problem has been resolved. Northwest Pediatric Dental found the problem and now is sending the refund through USPS mail. Thank you for your fast work. If you need to contact me my cell is [redacted].
My login email is: [redacted]
Thanks again for your help.
[redacted]
--
[redacted]
Graphic Designer
Spring ISD
COMMUNITY ENGAGEMENT and QUALITY IMPROVEMENT
[redacted]
[redacted] [redacted]
From: Northwest Pediatric Dental [mailto: [redacted] Sent: Tuesday, February [redacted] 11:AM To: drteam Subject: Revdex.com Case # [redacted] (Northwest Pediatric Dental) January *** [redacted] : [redacted] and [redacted] were scheduled in our office on Thursday January **,as a New Patient After I had verified their insurance I left a message on @ 9:am to quote for a New Patient appointment which includes (Exam, x-rays, and cleaning) When I had left the original message I was not aware this was suppose to be scheduled for a "Emergency visit" as I am not the person who scheduled these appointments Mom had returned my call and spoke to [redacted] to see what her copay was forSince I was on the phone with another patient [redacted] had told mom that her Insurance plan requires she pays the difference between the [redacted] fee's (which we're contracted with) and her fee schedule that she was provided by her employer Mom then told [redacted] okay and hung up Mom proceeded to call back and talked to [redacted] again and advised her she had contacted her insurance company as she did not believe what we had told her regarding her insurance Mom requested to speak to someone who knew more about her policy and was transferred to meWhen I first got on the phone with mom she questions what each fee was for I explained in detail what each fee was for as they were scheduled as "New Patients" Mom then told me she needed to be seen as the child was in pain Told mom since the patients have not been here we would need to do the exam and x-rays so the doctor could properly evaluate the child and we would not do the cleaning Mom immediately struck an attitude as I explained the fee's over and over Mom accused us of "over charging her" and not going by her insurance Mom then asked me to break down each fee giving her "Our contracted" rate with [redacted] and the fee we were provided by the insurance off her fee scheduleI was very cooperative and gave mom every response, but she continued to ask over and over why she had to pay and accused us of charging for things that weren't needed Gave quotes for both patient - the cleaning Mom then asked if she could bring her own xrays I explained if she had recent x-rays (bw in the last months or a pano in the last yrs) the doctor could try to use, but if unable would request to take her own Mom was not happy about paying when she knew they would have to come back and she would have to pay for treatment Mom proceeded to ask if we had any type of payment options or payment plans When I explained to the mom our office does not do payment plans and payment is due in full at the time of treatment mom go irriate and said that I was rude and i've been rude since we started this conversation When I tried to apologize(even though I had answered every questions multiple times) the mom said don't interrupt me and let me talk When she requested to speak to an office manager I explained that we don't have an office manager, but [redacted] is the owner and she will be in Friday Mom quickly responded so your under no supervision and I said [redacted] is in the office, but in treatment and I could have her call once she gets out Mom said that is not acceptable and she wants to speak to someone NOW The mom requested my name and I told her it was [redacted] she then asked for my last name and I told her I would not disclose that as I'm the only [redacted] in this office Mom then said she would not leave a message and requested to speak to someone when I tried to talk mom responded "are you Slow or something" when I told the mom not to speak to me like that or I would disconnect the callShe quickly said again " I said are you slow or something" at this point I disconnected the call as the mom was out of line Mom called back immediately and talked to [redacted] to express how rude and unprofessional I was and DEMANDED to speak to the doctor NOW [redacted] explained she was in treatment and she could take her name and number and call her as soon as she was donethe mom proceeded to ask [redacted] to speak to the "Rude Girl" which was me and I told [redacted] that I'm obviously not able to assisit mom and to take her name and to doctor would assist her Mom went on and on telling our receptionist that "I should not be answering the phones, but sweeping the floors somewhere" and "it's not her fault I make $an hour"After [redacted] told mom [redacted] would call her back mom called back minutes later with the [redacted] to speak with [redacted] Mom was placed on hold as [redacted] was completing treatment and as soon as she was done [redacted] took the call **Never during the course of this call was there any discrimination Mom was never laughed at any point and in fact has insurance coverage through [redacted] From the time mom was quoted the "Co-pay" of her plan mom was accusing our office of over charging (which she had already verified her plan after the first call) We never denied to see this patient as they were both scheduled the next day on 114, but mom had an issue with her portion continued to argue the copayDuring the call after mom had stated how "rude" and "unprofessional" I was I tried to take a message for [redacted] to call as soon as she was done, but mom was rude and continued to interrupt me every time I talked Mom had an attitude from the beginning and nothing I said was to her liking and eventually had to disconnect as mom started to belittle me by repeatley and that's when I be cam** [redacted] Mother called the office again after the above incident to ask to speak to the DrI was the current Doctor and picked up the lineMom started out by telling me she had the [redacted] on three way and that they were listening to the entire conversationShe began to tell her side which took several minutes when I responded at one point that having a full exam with xrays and cleaning was standard protocolShe continued to tell her side which in a nutshell after several more minutes was the: [redacted] had quoted her $120-for the visit according to treatment codes that she relayed to momShe expressed [redacted] was "nasty" for telling her this because mom asked why she had to have a cleaning and couldn't do just the exam - I explained that is standard and we were helping her answer her insurance questions which she said were confusing *She said that her two children were in pain and that we couldn't understand thatI explained that we could see them but don't normally treat on the first visit depending on what the pain is from *She asked why we can't discount the fees or offer a payment plan and I explained we do "care credit" which is a credit card she can apply for dental bills but we go by insurance fees as legally obligated and don't do payment plansShe felt I was being "nasty" at this point as well Mom continually interrupted me on several occasions to which I asked mom to let me know when she would be ready for me to discuss the pain aspect of the childrenShe then said "you nasty" and told me she would be calling the board .I gave her the dental board number but explained they take complaints of patients of recordShe continued to say "you nasty" you just "nasty"I explained that we could not see her children as their is now a conflict of interest between our office and her and she stated she would not come here anyhowshe then expressed again I was "nasty" and [redacted] was "nasty" and hung up
To my knowledge we quoted and charged the patient according to what we verified as his benefitsHis insurance, Blue Cross Blue Shield, is investigating the claim and we will comply with their determination of benefitsShould an additional refund be warranted, we will promptly issue another
refundThis case is under investigation and is complicated due to the type of insurance the patient has
From: Northwest Pediatric Dental [mailto:[redacted]
Sent: Tuesday, February [redacted] 2014 11:49 AM
To: drteam
Subject: Revdex.com Case # [redacted] (Northwest Pediatric Dental)
January [redacted]...
2014
[redacted]:
[redacted] and [redacted] were scheduled in our office on Thursday January **,2014 as a New Patient. After I had verified their insurance I left a message on 1/**/14 @ 9:09 am to quote for a New Patient appointment which includes (Exam, x-rays, and cleaning) When I had left the original message I was not aware this was suppose to be scheduled for a "Emergency visit" as I am not the person who scheduled these appointments. Mom had returned my call and spoke to [redacted] to see what her copay was for. Since I was on the phone with another patient [redacted] had told mom that her Insurance plan requires she pays the difference between the [redacted] fee's (which we're contracted with) and her fee schedule that she was provided by her employer. Mom then told [redacted] okay and hung up. Mom proceeded to call back and talked to [redacted] again and advised her she had contacted her insurance company as she did not believe what we had told her regarding her insurance. Mom requested to speak to someone who knew more about her policy and was transferred to me. When I first got on the phone with mom she questions what each fee was for. I explained in detail what each fee was for as they were scheduled as "New Patients". Mom then told me she needed to be seen as the child was in pain. Told mom since the patients have not been here we would need to do the exam and x-rays so the doctor could properly evaluate the child and we would not do the cleaning. Mom immediately struck an attitude as I explained the fee's over and over. Mom accused us of "over charging her" and not going by her insurance. Mom then asked me to break down each fee giving her "Our contracted" rate with [redacted] and the fee we were provided by the insurance off her fee schedule. I was very cooperative and gave mom every response, but she continued to ask over and over why she had to pay and accused us of charging for things that weren't needed Gave quotes for both patient - the cleaning. Mom then asked if she could bring her own xrays. I explained if she had recent x-rays (bw in the last 6 months or a pano in the last 2 yrs) the doctor could try to use, but if unable would request to take her own. Mom was not happy about paying when she knew they would have to come back and she would have to pay for treatment. Mom proceeded to ask if we had any type of payment options or payment plans. When I explained to the mom our office does not do payment plans and payment is due in full at the time of treatment mom go irriate and said that I was rude and i've been rude since we started this conversation. When I tried to apologize(even though I had answered every questions multiple times) the mom said don't interrupt me and let me talk. When she requested to speak to an office manager I explained that we don't have an office manager, but [redacted] is the owner and she will be in Friday. Mom quickly responded so your under no supervision and I said [redacted] is in the office, but in treatment and I could have her call once she gets out. Mom said that is not acceptable and she wants to speak to someone NOW. The mom requested my name and I told her it was [redacted] she then asked for my last name and I told her I would not disclose that as I'm the only [redacted] in this office. Mom then said she would not leave a message and requested to speak to someone when I tried to talk mom responded "are you Slow or something" when I told the mom not to speak to me like that or I would disconnect the call. She quickly said again " I said are you slow or something" at this point I disconnected the call as the mom was out of line. Mom called back immediately and talked to [redacted] to express how rude and unprofessional I was and DEMANDED to speak to the doctor NOW. [redacted] explained she was in treatment and she could take her name and number and call her as soon as she was done. the mom proceeded to ask [redacted] to speak to the "Rude Girl" which was me and I told [redacted] that I'm obviously not able to assisit mom and to take her name and to doctor would assist her. Mom went on and on telling our receptionist that "I should not be answering the phones, but sweeping the floors somewhere" and "it's not her fault I make $6.00 an hour". After [redacted] told mom [redacted] would call her back mom called back 5 minutes later with the [redacted] to speak with [redacted] Mom was placed on hold as [redacted] was completing treatment and as soon as she was done [redacted] took the call.
**Never during the course of this call was there any discrimination. Mom was never laughed at any point and in fact has insurance coverage through [redacted]. From the time mom was quoted the "Co-pay" of her plan mom was accusing our office of over charging (which she had already verified her plan after the first call) We never denied to see this patient as they were both scheduled the next day on 1/**/14, but mom had an issue with her portion continued to argue the copay. During the call after mom had stated how "rude" and "unprofessional" I was I tried to take a message for [redacted] to call as soon as she was done, but mom was rude and continued to interrupt me every time I talked. Mom had an attitude from the beginning and nothing I said was to her liking and eventually had to disconnect as mom started to belittle me by repeatley and that's when I be cam**
[redacted]
Mother called the office again after the above incident to ask to speak to the Dr. I was the current Doctor and picked up the line. Mom started out by telling me she had the [redacted] on three way and that they were listening to the entire conversation. She began to tell her side which took several minutes when I responded at one point that having a full exam with xrays and cleaning was standard protocol. She continued to tell her side which in a nutshell after several more minutes was the:
[redacted] had quoted her $120-135 for the visit according to treatment codes that she relayed to mom. She expressed [redacted] was "nasty" for telling her this because mom asked why she had to have a cleaning and couldn't do just the exam - I explained that is standard and we were helping her answer her insurance questions which she said were confusing
*She said that her two children were in pain and that we couldn't understand that. I explained that we could see them but don't normally treat on the first visit depending on what the pain is from
*She asked why we can't discount the fees or offer a payment plan and I explained we do "care credit" which is a credit card she can apply for dental bills but we go by insurance fees as legally obligated and don't do payment plans. She felt I was being "nasty" at this point as well
Mom continually interrupted me on several occasions to which I asked mom to let me know when she would be ready for me to discuss the pain aspect of the children. She then said "you nasty" and told me she would be calling the board .I gave her the dental board number but explained they take complaints of patients of record. She continued to say "you nasty" you just "nasty". I explained that we could not see her children as their is now a conflict of interest between our office and her and she stated she would not come here anyhow. she then expressed again I was "nasty" and [redacted] was "nasty" and hung up.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.
From: [redacted] Sent: Wednesday, June 25, 2014 4:20 PMTo: drteamSubject: Case Number #[redacted]
My Name is [redacted], I sent in a complaint yesterday to Revdex.com and then you sent it to the Northwest Pediatric Dental. The problem has been resolved. Northwest Pediatric Dental found the problem and now is sending the refund through USPS mail. Thank you for your fast work. If you need to contact me my cell is [redacted].
My login email is: [redacted]
Thanks again for your help.
[redacted]
--
[redacted]
Graphic Designer
Spring ISD
COMMUNITY ENGAGEMENT and QUALITY IMPROVEMENT
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]