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Hello, everyone. This is Brian Zimmerman with the

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Becker's Healthcare podcast series. Thank you so much

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for tuning in. Today, I'm thrilled to be

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joined by Amanda Burry, chief commercial officer with

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InformEDICA.

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Amanda, welcome to the podcast. Thanks so much

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for coming on. Thanks so much for having

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me. I'm really enjoying being here today.

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Great. So just to get things going,

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wonder if you could briefly give us an

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overview of your your professional background in health

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care so listeners out there can appreciate your

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perspective as we move through this conversation.

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Sure. So I always say that I started

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my health care journey in 1988

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when my mom started a medical billing service

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from our home.

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She did medical billing for just about 70

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anesthesiologists

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in the Chicago area. And so I grew

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up around the business of health care. Back

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in those days, it was dot matrix printers

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and paper bills.

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And in 2,001, she sold her company

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as the transition to electronic medical records happened.

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But I got to see firsthand growing up

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really the business side of health care, which

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turned into my love of digital health care

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and all things,

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member and patient engagement.

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Yeah. I love love that too because we're,

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of course, we're gonna talk about AI and

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things have come a long way from those

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those those days of paper. Right, Amanda?

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Yes. And those days of the sticky notes,

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you know,

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nurses and practitioners putting sticky notes all over

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the office. And,

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you know, throughout my journey in health care,

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and I've spent about the last 10 years

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really focusing on member and patient activation,

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engagement.

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We have come a really long way, and

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I know health care is hard and we

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all feel like every day we're slogging up

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the hill. But when I look back on

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my journey when I started in 2001 to

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where we're at today,

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you really can see that we have made

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strides. Now AI is definitely gonna help us

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hopefully get there even quicker.

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But I think over the course of presenting

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the EHR as more of an engagement platform

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in a place where patients go

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to get all of their health care information

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to the way that members engage with their

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health insurer to understand their bills and and

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coverage.

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We have come a long way from the

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paper, the post it notes, the phone calls,

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but it is gonna take that next wave

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probably to push us into

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more of a seamless and interoperable transition that

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we need to get into.

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Yeah. And and we'll touch on that that

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that Xwave, I'm sure, but also wanna get

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to the current state. But I think you're

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right. It's It's it's kinda human nature sometimes

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to sort of forget or omit the the

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progress that has been made over time.

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Getting to that,

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the advancements in AI, the rapid,

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it's becoming increasingly clear that new technologies are

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are transforming

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health care.

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And it seems like new solutions are coming

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out daily. It's good. It's a crowded crowded

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space right now.

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Where have you seen AI influence the member

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experience specifically,

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and and how is that affecting health systems?

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How is that affecting patients? But more broadly,

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more specifically, how is it affecting health systems?

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Yeah. I think all of these new technologies

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and

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the the talk tracks that are happening at

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conferences and social

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are giving whether you're a health system or

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payer a little bit of FOMO. Right? What's

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everybody doing? How are they implementing it? And

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the word AI for the last couple years

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has definitely been the buzzword, Gen AI, large

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language models.

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But really now I think we're at the

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top of the roller coaster where we need

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to see the AI tools that have come

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out,

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how they are transforming parts of health care.

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And I see think you're seeing some of

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the most successful ones in the ambient space.

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So things that companies are doing like a

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Nuance,

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with Microsoft

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or or Suki, what they're doing in terms

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of ambient listening, I think is one of

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the quickest wins that we see have seen

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as well as a lot of the administrative

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burden burden that's happening with pre charting or

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pre authorization.

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So some of those lower level ones, we're

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getting more comfortable with. And I think as

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that

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comfort continues to increase,

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not only on the patient side, but the

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provider side, so patients understand and members understand

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how AI is being used with them because

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most of them, and we did a survey,

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most of them think, ma'am, this is gonna

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give me less time with my provider. My

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provider is gonna treat is gonna be a

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robot and and treat me like everybody else.

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But what they need to understand and what

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we have to educate them with is it's

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gonna give you more personalized time with your

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provider to actually talk about how you're feeling

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than,

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just having them push you into a queue.

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And so I I'm hoping that at some

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of the upcoming events that we're gonna be

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having in the fall and and at Becker's,

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I'm looking for some real world implementations

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of AI, and we're doing that as a

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company today with some astounding outcomes. Again, very

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much at that early stage,

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but I'm excited to see how some of

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these things snowball into larger, more meaningful workflows

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that can really move populations at scale to

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make that difference that we need them to

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do.

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Yeah. And, Amanda, to the I'll echo that.

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The the anecdotal stories I'm hearing coming through

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about the power of MB and AI are

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really powerful. Just that our most recent Beck

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Becker's conference heard a story or an anecdote

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about a a mom sitting down to dinner

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with her kids. She's a physician,

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and she's at dinner eating with them. And

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her her son looks up at her and

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asks, why aren't you working, mommy? It's it's

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it's some some powerful stuff is coming out

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with this technology. Right, Amanda?

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Mhmm. And we're seeing it too. Like, I'll

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take a a not even a health care

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example, but something maybe all of the listeners

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would use who are in in on the

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business side is we use a tool called

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Fireflies.

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Fireflies is a tool that you add to

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your meeting invite,

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and it is your AI notetaker. So gone

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are the days of people on business meetings.

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You know, you're trying to scribble down notes.

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You're typing feverishly to get everything that somebody

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says.

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This AI scribe is listening to the meeting,

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understanding the meeting, picking out the highlights,

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and then giving you a a summary or

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giving you a readout

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after the call. Right? It's making light our

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lives easier post call. Like, those are the

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little wins, I think,

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in that health care is adopting

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that we probably need to share more of

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because it's exciting for those clinicians

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or,

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different practitioners or administrators

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who are really bogged down with a lot

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of the paperwork, the charting,

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and just the things that are taking time

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away from clinic time or care time,

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and making them more of,

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paperwork time, which, you know, is not as

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productive as it needs to be.

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Certainly. And and wanna move here not to

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regulatory

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components here. Of course,

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regulation, there's there's a lot of question marks

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around what's gonna develop here. But, of course,

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California's governor Gavin Newsom signed 17 bills around

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the deployment

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and regulation of generative AI in 2024.

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Other states are likely to follow, of course.

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So my question for you is, how can

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leaders

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a responsible

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approach to to leveraging AI? And are are

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there any other instances you call can call

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out about how patients are benefiting so specifically?

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Yeah. I I mean,

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what we're doing in terms of regulatory, and

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I think Europe does this very well. So

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as a global company,

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we have to perform regulatory

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with the government bodies that are outside the

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US as well. And,

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they have a different legislation and a different

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regulatory

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lens than the US does. I think the

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White House putting together this AI,

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committee and these, different key

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leaders from different parts of health care has

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been really critical.

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I think putting laws and legislation into place

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that is guidance for people to understand

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where AI starts and where it ends, how

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it's impacting data and data privacy

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is very important.

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Responsible,

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trustworthy,

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and and and really

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safe AI is very important. So we see

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many of our partners and customers globally

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starting to develop AI boards.

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So because there are not as many guardrails

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out there from a

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regulatory perspective,

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it can create bad actors or it can

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create,

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information,

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that is not accurate or create biases.

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And so we see a lot of our

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customers actually putting together

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AI boards where they meet with us regularly,

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and we go through how the models work

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and how they're built and and and and

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and the tools and triages that they're using

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to get those members and patients to the

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right level of care.

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And so what California is doing, I think,

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is a great first step in not only

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informing the public

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about how we need to have certain bylaws

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around AI technologies being implemented,

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But also even taking a step further, some

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of the things the White House and the

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White House Council has done to put specific

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leaders in place from very large health care

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organizations that

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see large populations of data and making sure

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that we're taking a trustworthy, responsible,

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and clinical safety approach,

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to how these tools are being used in

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the market.

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Yeah. Yeah. A good first step in some

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of this legislation,

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you would say, but also I I gather

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from your response that a lot of the

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governance, a lot of the ethical use of

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this, folks are gonna have to try to

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to to figure it out themselves because the

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technology is moving faster than maybe regulation can.

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Am I reading that correct, Amanda?

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A 100%. And I think you see that

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both internally with themselves.

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So I think internally, they have to ensure

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their providers,

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administrators, their employees that they're they themselves are

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leveraging AI appropriately.

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And then their duty as, let's say, the

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health plan or the hospital that is treating

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them with their providers,

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educating them about where AI is being used

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in the process. So whether there's an ambient

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scribe in the room or whether you're using

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some sort of chat assistant when you're going

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on to pay your bill or whether you're

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using, you know, some sort of triage tool

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to be able to be connected to the

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right level of care.

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We know health literacy in the US is

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a is a challenge. So now we're adding

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a step of complexity onto it saying, not

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only do you have to understand all of

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these hard health care technical terms about something

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that might be wrong with you, but here's

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also, you know, information about how AI plays

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into that. So,

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there's there's internal education and external education,

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to make sure that both, patients and providers

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know that the tools they're using, are trustworthy,

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and are ethical.

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Certainly. And and, Amanda, as we move to

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the close of this conversation, I think it's,

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of course,

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important to sort of point to, you know,

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organizations' health systems have to figure out also

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how to how to measure the impact of

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these tools, which are which can be challenging

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and new. So

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thinking about and, of course, the the a

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big impact, a big thing they have to

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measure is is ROI. There's a cost involved

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here. So where can AI do you think

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makes the biggest difference in reducing costs while

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while boosting engagement, patient member engagement,

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and and how how can folks measure that?

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Yes.

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ROI in digital health, I think, has been

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notoriously

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hard. Right? Just like all things in health

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care are hard. I think ROI and cost

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savings in health care is hard.

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Where I think AI can make the biggest

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difference in reducing, you know, that cost while

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also increasing engagement is

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really through the data and the information

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that is being,

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pulled and is being

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understood during these different workflows.

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So for instance, we talked a little bit

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about the ambient space.

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What is the cost

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to the health system of that provider

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leveraging those additional 15 minutes that they might

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spend doing the charting and doing the,

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post information

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from that conversation.

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I think it's making it easier for us

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to connect the dots,

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and it's also making it easier to connect

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the top the dots between different parts of

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the organization.

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So from a health plan side, from the

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time you engage those members, you could also

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do more outreach. Right? It allows you to

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stratify your members

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into population

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and start to add risks,

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buckets to those members.

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So the data is actually helping you to

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also understand the the risk of your, population's,

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message to them more clearly,

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provide them more guidance,

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maybe keep them out of the ED if

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they are a frequent flyer or or visit

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the ED or keep them engaged in a

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diabetes program.

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So I think from a provider side, you

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can look at it as how much time

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savings is happening happening to provide more care.

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And on the pay on the patient or

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member side, it's how do you engage them

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in programs to try to make them healthier,

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to try to make them more engaged,

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within their health?

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How do you steer them away from the

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ED for a sore throat or a low

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acuity case where they can potentially do a

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telemedicine appointment or even maybe self-service at home

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where the cost is low, not only for

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the plan, but most importantly for the patient?

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The patient has less out of pocket cost.

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They spend less time trying to get to

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their appointment,

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and they get better care outcomes.

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So I think that AI is going to

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help connect more of those dots

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and create more

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prescriptive

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messaging

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to those populations

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versus react reactatory,

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messaging to those populations.

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It's it's easy to to to imagine how

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powerful that sort of prescriptive proactive messaging can

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be. Amanda,

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selfishly, I could- I could probably talk to

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you much longer about this, but we- we

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are up against time. So I was happy

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to share anything else you'd like to share

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that we didn't get to touch on in

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our time today.

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No. I think we covered it all. I'm

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really excited to see the continued advancements that

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AI is going to bring to the marketplace,

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whether that's, the health system side or the

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health plan side.

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And I really hope that all of the

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people listening to this podcast try to embrace

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one new AI tool, whether it's chat g

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p t to help them rewrite an email

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or maybe they try a tool like Fireflies

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to help them capture meeting notes. Because as

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we become more comfortable with it, the more

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adoption and the more engagement that both consumers

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and patients

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will have in our lives hoping to make

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health care better.

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Thank you. A great note to close on,

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Amanda. Appreciate your time today.

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Thank you so much, Brian. Speak to you

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00:14:55,674 --> 00:14:58,470
soon. Yeah. I also wanna thank our podcast

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00:14:58,470 --> 00:14:58,970
sponsor,

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InformEDICA.

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00:15:00,230 --> 00:15:02,309
You can tune to more podcasts from Beckers

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00:15:02,309 --> 00:15:05,610
HealthCare by visiting our podcast page at beckershospitalreview.com.