1 00:00:01,919 --> 00:00:03,939 This episode is brought to you by Veradigm, 2 00:00:04,240 --> 00:00:07,040 the only healthcare technology company connecting all corners 3 00:00:07,040 --> 00:00:10,400 of care. Some companies deliver clinical data, others 4 00:00:10,400 --> 00:00:11,939 turn that data into insights. 5 00:00:12,240 --> 00:00:14,080 A few provide point of care tools to 6 00:00:14,080 --> 00:00:14,580 clinicians. 7 00:00:15,119 --> 00:00:18,035 Veradigm does it all at a national scale. 8 00:00:18,094 --> 00:00:20,574 That's why leading healthcare organizations are part of 9 00:00:20,574 --> 00:00:24,015 the Veradigm network. By enabling smarter, more connected 10 00:00:24,015 --> 00:00:26,814 workflows, Veradigm helps close care gaps right at 11 00:00:26,814 --> 00:00:28,574 the point of care, where it matters the 12 00:00:28,574 --> 00:00:29,074 most. 13 00:00:29,570 --> 00:00:32,289 Whether you're a provider, a biopharma company, or 14 00:00:32,289 --> 00:00:34,950 a health plan, visit veradigm.com. 15 00:00:35,170 --> 00:00:38,770 That's veradigm.com 16 00:00:38,770 --> 00:00:40,869 to learn how Veradigm can help you too. 17 00:00:42,035 --> 00:00:44,115 Hello, everyone. This is Jacob Emerson with the 18 00:00:44,115 --> 00:00:46,054 Becker's Payer Issues podcast. 19 00:00:46,355 --> 00:00:48,515 Thrilled today to be joined by a very 20 00:00:48,515 --> 00:00:51,554 special guest. Dan Keeter is the CEO of 21 00:00:51,554 --> 00:00:52,054 UnitedHealthcare's 22 00:00:52,675 --> 00:00:56,359 employer and individual insurance business. As an 80,000,000,000 23 00:00:56,359 --> 00:00:57,579 division of UnitedHealthcare, 24 00:00:58,039 --> 00:01:00,200 it is the nation's largest company that offers 25 00:01:00,200 --> 00:01:02,380 health coverage to employers and consumers 26 00:01:02,840 --> 00:01:03,340 nationwide. 27 00:01:03,800 --> 00:01:06,040 Dan, thank you so much for taking the 28 00:01:06,040 --> 00:01:07,400 time to sit down with me on the 29 00:01:07,400 --> 00:01:08,299 podcast today. 30 00:01:09,225 --> 00:01:10,825 Hi, Jacob. Great to be with you, and 31 00:01:10,825 --> 00:01:12,045 thanks for the invitation. 32 00:01:12,665 --> 00:01:14,825 Absolutely. And before we dive into everything we 33 00:01:14,825 --> 00:01:16,505 wanna talk with you about, Dan, can you 34 00:01:16,505 --> 00:01:18,365 tell us a little bit more about yourself, 35 00:01:18,505 --> 00:01:20,265 your background in health care, and what it 36 00:01:20,265 --> 00:01:22,125 is that you're doing today at UnitedHealthcare? 37 00:01:23,640 --> 00:01:24,859 Yeah. Sure can. 38 00:01:25,400 --> 00:01:27,159 As you said, I'm the CEO of our 39 00:01:27,159 --> 00:01:29,719 employer and individual business. So that's the commercial 40 00:01:29,719 --> 00:01:31,260 business within UnitedHealthcare 41 00:01:32,040 --> 00:01:33,340 and UnitedHealth Group. 42 00:01:33,719 --> 00:01:36,760 I joined the company first back in 02/2001, 43 00:01:36,760 --> 00:01:38,680 and since then, I've served in a series 44 00:01:38,680 --> 00:01:40,284 of roles across the organization, 45 00:01:41,305 --> 00:01:42,284 largely concentrated 46 00:01:42,584 --> 00:01:44,604 in the commercial market, however, 47 00:01:45,784 --> 00:01:46,284 and 48 00:01:46,665 --> 00:01:49,625 enjoy this role. Grateful to have it. Grateful 49 00:01:49,625 --> 00:01:53,144 to interact with all the employers, distribution channel, 50 00:01:53,144 --> 00:01:53,644 consumers, 51 00:01:54,780 --> 00:01:56,540 and other constituents that we have in the 52 00:01:56,540 --> 00:01:57,680 health care segment. 53 00:01:58,299 --> 00:02:01,180 I oversee a diverse portfolio of commercial health 54 00:02:01,180 --> 00:02:05,099 plans, ranging from traditional fully employed insured plans 55 00:02:05,099 --> 00:02:06,079 across the country, 56 00:02:06,475 --> 00:02:08,715 Self insured plans at a full scope of 57 00:02:08,715 --> 00:02:09,215 ancillary 58 00:02:09,675 --> 00:02:11,854 individual and voluntary offerings. 59 00:02:12,794 --> 00:02:14,555 Fantastic. Well, like I said, Dan, we really 60 00:02:14,555 --> 00:02:16,155 appreciate you taking the time to be with 61 00:02:16,155 --> 00:02:18,569 us today. I wanna get us started by 62 00:02:18,730 --> 00:02:21,230 talking about something brand new from UnitedHealthcare 63 00:02:21,689 --> 00:02:23,790 just announced, and that is the UHC 64 00:02:24,170 --> 00:02:24,670 store. 65 00:02:25,050 --> 00:02:27,689 So take us through what this is and 66 00:02:27,689 --> 00:02:29,770 how you see this kind of offering changing 67 00:02:29,770 --> 00:02:32,189 the way that employers and your members 68 00:02:32,534 --> 00:02:34,395 interact with their health benefits? 69 00:02:35,334 --> 00:02:38,155 Yeah. Sure. I appreciate that question. United UHC 70 00:02:38,294 --> 00:02:39,194 store, the UnitedHealthcare 71 00:02:39,495 --> 00:02:41,114 store, as we talk about it, 72 00:02:42,134 --> 00:02:44,614 it was just launched. It's a new direct 73 00:02:44,614 --> 00:02:47,275 to consumer and a digital shopping experience. 74 00:02:48,409 --> 00:02:51,469 It's an important part of our continued efforts, 75 00:02:51,770 --> 00:02:54,189 and another step forward in giving consumers 76 00:02:54,650 --> 00:02:55,469 more choice. 77 00:02:56,250 --> 00:02:58,270 The goal here is to help consumers 78 00:02:58,650 --> 00:02:59,150 improve 79 00:03:00,604 --> 00:03:02,844 the customization of their benefit plan and do 80 00:03:02,844 --> 00:03:04,305 so in a very consumer 81 00:03:04,685 --> 00:03:05,905 friendly experience 82 00:03:06,284 --> 00:03:07,824 with tech enabled solutions. 83 00:03:08,685 --> 00:03:11,564 The store is now available to 6,000,000 members, 84 00:03:11,564 --> 00:03:14,459 and we expect it'll be available to 18,000,000 85 00:03:14,459 --> 00:03:14,959 members, 86 00:03:15,259 --> 00:03:16,719 as soon as the end of the year. 87 00:03:17,259 --> 00:03:20,939 It's available through our app and through myuhc.com 88 00:03:20,939 --> 00:03:22,079 as well, of course. 89 00:03:22,620 --> 00:03:24,479 And it helps consumers customize 90 00:03:24,939 --> 00:03:25,680 the experience 91 00:03:26,060 --> 00:03:28,159 for their specific needs, customize 92 00:03:28,754 --> 00:03:31,074 the offerings available to them. So let me 93 00:03:31,074 --> 00:03:33,175 give you a couple of examples of that. 94 00:03:33,794 --> 00:03:36,055 Offerings inside the store include 95 00:03:36,435 --> 00:03:38,455 popular weight loss programs, 96 00:03:38,834 --> 00:03:40,055 orthopedic management 97 00:03:40,514 --> 00:03:41,014 apps, 98 00:03:41,400 --> 00:03:44,300 women's health solutions, and and more. So, 99 00:03:45,080 --> 00:03:46,780 folks can choose an offering 100 00:03:47,080 --> 00:03:49,740 ranging from a everyday health offering, 101 00:03:50,360 --> 00:03:52,840 like those in women's health and and mental 102 00:03:52,840 --> 00:03:53,340 health. 103 00:03:53,834 --> 00:03:55,675 I think people are quite familiar with some 104 00:03:55,675 --> 00:03:57,674 of the leading apps out there. We make 105 00:03:57,674 --> 00:03:59,455 those available to consumers. 106 00:04:00,474 --> 00:04:03,034 Think of Maven as a perfect example in 107 00:04:03,034 --> 00:04:04,334 the women's health space. 108 00:04:05,034 --> 00:04:06,495 Family wellness resources 109 00:04:06,794 --> 00:04:08,014 for family planning, 110 00:04:08,650 --> 00:04:09,389 for caregivers, 111 00:04:09,770 --> 00:04:12,030 pregnancy, postpartum needs, things like that. 112 00:04:12,729 --> 00:04:15,629 And then obviously weight management, something that's talked 113 00:04:15,770 --> 00:04:17,069 a great deal about, 114 00:04:17,449 --> 00:04:19,629 in health care today and has 115 00:04:20,009 --> 00:04:22,274 a lot of consumer interest. So we have 116 00:04:22,514 --> 00:04:25,475 offerings out there for weight management, coaching, nutrition 117 00:04:25,475 --> 00:04:25,975 fitness, 118 00:04:26,435 --> 00:04:27,415 things like that. 119 00:04:28,354 --> 00:04:30,454 And then for other more complicated 120 00:04:30,834 --> 00:04:32,214 and consumer specific 121 00:04:33,154 --> 00:04:33,654 situations, 122 00:04:34,035 --> 00:04:36,935 we offer solutions and enable their easy enrollment 123 00:04:36,995 --> 00:04:37,735 in programs 124 00:04:38,459 --> 00:04:39,199 for diabetes 125 00:04:40,300 --> 00:04:41,360 or other gastrointestinal 126 00:04:41,899 --> 00:04:43,120 issues, musculoskeletal, 127 00:04:43,819 --> 00:04:45,439 kind of orthopedic considerations, 128 00:04:46,779 --> 00:04:48,959 that folks may have. So through the UHC 129 00:04:49,100 --> 00:04:51,180 store and enrollment in that way, it allows 130 00:04:51,180 --> 00:04:52,399 people to save money, 131 00:04:53,125 --> 00:04:53,625 customize, 132 00:04:54,645 --> 00:04:55,384 the solutions 133 00:04:55,764 --> 00:04:57,625 that are best for them and their family. 134 00:04:58,084 --> 00:05:00,165 They can save, you know, 15% or more 135 00:05:00,165 --> 00:05:02,485 in some of these. And by doing so 136 00:05:02,485 --> 00:05:03,384 through the UHC 137 00:05:03,845 --> 00:05:05,865 store, it allows us and, 138 00:05:06,495 --> 00:05:08,829 our consumer member advocates 139 00:05:09,370 --> 00:05:11,689 to be aware of these enrollments and help 140 00:05:11,689 --> 00:05:12,430 better coordinate 141 00:05:12,889 --> 00:05:13,629 more comprehensively 142 00:05:13,930 --> 00:05:16,490 and and in a more customized fashion, the 143 00:05:16,490 --> 00:05:19,050 care for the consumers. So it's one more 144 00:05:19,050 --> 00:05:20,625 example of how I think we're 145 00:05:21,185 --> 00:05:23,204 listening to the market, listening to our members, 146 00:05:23,745 --> 00:05:25,925 our employers, and the distribution channel 147 00:05:26,225 --> 00:05:27,524 to bring more customization 148 00:05:27,985 --> 00:05:30,644 to consumers and allow them to make choices, 149 00:05:31,665 --> 00:05:33,185 that best fit their needs. And as you 150 00:05:33,185 --> 00:05:34,980 can tell by my example of Maven and 151 00:05:34,980 --> 00:05:36,579 and others, if I were to go through 152 00:05:36,579 --> 00:05:37,959 the list, they would 153 00:05:38,339 --> 00:05:40,980 be solutions that people have heard of. They're 154 00:05:41,060 --> 00:05:43,220 we're trying to bring together the best that 155 00:05:43,220 --> 00:05:45,959 the health care marketplace has to offer consumers 156 00:05:46,774 --> 00:05:49,254 and integrate that into their, 157 00:05:49,654 --> 00:05:50,954 benefits program. 158 00:05:51,894 --> 00:05:53,814 Absolutely. Well, I really appreciate you sharing all 159 00:05:53,814 --> 00:05:55,574 the details there for us, Dan, about the 160 00:05:55,574 --> 00:05:57,115 new UHC store. 161 00:05:57,495 --> 00:05:59,175 And and it's so interesting to hear you 162 00:05:59,175 --> 00:06:00,714 talk about the all that because 163 00:06:01,229 --> 00:06:03,229 consumerism is really something we've heard a lot 164 00:06:03,229 --> 00:06:05,329 about from UnitedHealthcare leaders 165 00:06:05,629 --> 00:06:07,709 over these last few years in terms of 166 00:06:07,709 --> 00:06:10,449 where the company is leaning in with innovations 167 00:06:10,509 --> 00:06:11,250 like Surest 168 00:06:11,629 --> 00:06:15,435 and a revamped provider search experience recently. So 169 00:06:15,435 --> 00:06:16,634 I'm wondering if you could tell us a 170 00:06:16,634 --> 00:06:19,115 little bit about that in terms of lessons 171 00:06:19,115 --> 00:06:20,495 you've learned from, 172 00:06:20,954 --> 00:06:21,454 Surest's 173 00:06:21,754 --> 00:06:24,314 rapid growth and and how that's influencing how 174 00:06:24,314 --> 00:06:26,495 you're designing other commercial products. 175 00:06:27,560 --> 00:06:29,660 Yeah. Sure. I really appreciate you raising 176 00:06:29,960 --> 00:06:32,279 Surest. It is something I like to talk 177 00:06:32,279 --> 00:06:34,860 about a lot. I'm a Surest member myself, 178 00:06:35,000 --> 00:06:36,779 and it works great for 179 00:06:37,319 --> 00:06:39,420 for my family and me. 180 00:06:40,055 --> 00:06:42,535 And it is absolutely an innovative model, an 181 00:06:42,535 --> 00:06:45,274 example of where we've listened to the market 182 00:06:45,495 --> 00:06:47,274 and are delivering to consumers 183 00:06:47,735 --> 00:06:49,035 what they most want. 184 00:06:49,894 --> 00:06:53,834 The innovative model certainly delivers cost savings to 185 00:06:54,089 --> 00:06:57,209 consumers and employers. The 10 to 15% range 186 00:06:57,209 --> 00:06:59,230 for employers and up to 50% 187 00:06:59,529 --> 00:07:03,069 for consumers. So we've learned a great deal 188 00:07:03,209 --> 00:07:05,930 about that while we really deliver to consumers 189 00:07:05,930 --> 00:07:07,790 and employers what they most want. 190 00:07:08,495 --> 00:07:10,995 They most want affordability and simplicity. 191 00:07:11,454 --> 00:07:13,475 That's what we hear from them, and simplicity, 192 00:07:13,615 --> 00:07:15,394 of course, includes transparency. 193 00:07:16,254 --> 00:07:17,235 Surest, it delivers 194 00:07:17,935 --> 00:07:20,435 all of that in a very consumer friendly, 195 00:07:20,735 --> 00:07:22,595 intuitive digital shopping experience. 196 00:07:23,500 --> 00:07:26,300 That's really unlike other things out there in 197 00:07:26,300 --> 00:07:27,279 in health care. 198 00:07:27,980 --> 00:07:28,560 You know, 199 00:07:28,939 --> 00:07:30,800 historically, the health care industry 200 00:07:31,180 --> 00:07:31,839 has been 201 00:07:32,540 --> 00:07:35,439 accused, maybe rightfully so, of lagging other industries 202 00:07:35,500 --> 00:07:36,319 in our adoption 203 00:07:36,764 --> 00:07:37,745 of online 204 00:07:38,685 --> 00:07:42,125 solutions in contrast to retail or digital banking 205 00:07:42,125 --> 00:07:44,285 or things like that. And Surest is really 206 00:07:44,285 --> 00:07:46,205 a big leap forward for us. Our initial 207 00:07:46,205 --> 00:07:48,925 leap forward and things like UHC store continuing 208 00:07:48,925 --> 00:07:51,170 to push that forward. So what have we 209 00:07:51,170 --> 00:07:52,230 learned through this? 210 00:07:52,689 --> 00:07:55,569 We've learned that indeed consumers do want more 211 00:07:55,569 --> 00:07:57,590 choice. They do want more transparency. 212 00:07:58,370 --> 00:08:00,850 They want more of a retail experience in 213 00:08:00,850 --> 00:08:01,670 health care 214 00:08:01,985 --> 00:08:04,644 that mirrors what they experience with their online 215 00:08:04,704 --> 00:08:07,605 shopping, whether that be retail oriented or 216 00:08:07,985 --> 00:08:11,105 shopping for plane tickets, concert tickets, etcetera, things 217 00:08:11,105 --> 00:08:13,044 like that. Folks want transparency. 218 00:08:13,345 --> 00:08:14,404 They want choices, 219 00:08:15,400 --> 00:08:17,960 and they wanna know the the cost and 220 00:08:17,960 --> 00:08:21,000 and quality and convenience impacts of those choices. 221 00:08:21,000 --> 00:08:21,500 And 222 00:08:21,960 --> 00:08:24,759 so Surest has delivered that along with the 223 00:08:24,759 --> 00:08:28,120 economic savings that I described, and it's really 224 00:08:28,120 --> 00:08:28,860 helped us 225 00:08:29,319 --> 00:08:31,944 fine tune the UHC store 226 00:08:32,485 --> 00:08:32,985 to 227 00:08:33,365 --> 00:08:35,464 carry forward some of those same, 228 00:08:36,084 --> 00:08:39,284 tendencies, those same capabilities and be responsive to 229 00:08:39,284 --> 00:08:40,985 what consumers want. So, 230 00:08:41,684 --> 00:08:43,960 these are our first two forays in this 231 00:08:43,960 --> 00:08:46,440 area. Most notable built on the back of 232 00:08:46,440 --> 00:08:49,080 dramatic improvements as you highlighted on our digital 233 00:08:49,080 --> 00:08:51,399 app over the past few years. But you 234 00:08:51,399 --> 00:08:53,879 can continue to expect more from us in 235 00:08:53,879 --> 00:08:55,100 this regard as well. 236 00:08:56,105 --> 00:08:58,504 Absolutely. Well, that's some amazing numbers you cited 237 00:08:58,504 --> 00:09:00,264 there in terms of some of the major 238 00:09:00,264 --> 00:09:02,424 cost savings you're seeing from Surest in terms 239 00:09:02,424 --> 00:09:04,985 of, employers and and what members are seeing. 240 00:09:04,985 --> 00:09:05,725 That's fantastic. 241 00:09:06,584 --> 00:09:09,065 Dan, you you mentioned where the health care 242 00:09:09,065 --> 00:09:11,839 industry may have fallen behind other industries, 243 00:09:12,379 --> 00:09:13,839 in the past in terms of, 244 00:09:14,299 --> 00:09:17,419 consumerism. And one area where we've heard across 245 00:09:17,419 --> 00:09:18,459 the industry where, 246 00:09:19,019 --> 00:09:20,779 the health care industry is trying to make 247 00:09:20,779 --> 00:09:22,379 up some ground here is through the use 248 00:09:22,379 --> 00:09:25,884 of artificial intelligence. And recently, we heard from 249 00:09:25,884 --> 00:09:28,125 UnitedHealth Group that the company now has more 250 00:09:28,125 --> 00:09:29,184 than 1,000 251 00:09:29,485 --> 00:09:32,304 AI use cases in production across the enterprise. 252 00:09:32,924 --> 00:09:35,424 So within the commercial business that you oversee, 253 00:09:35,804 --> 00:09:37,325 where are you seeing some of the biggest 254 00:09:37,325 --> 00:09:40,240 impacts of of AI and machine learning on 255 00:09:40,240 --> 00:09:42,980 the member experience and on cost management? 256 00:09:44,160 --> 00:09:46,019 Yeah. Sure can. So I appreciate 257 00:09:46,480 --> 00:09:48,799 that, and you're exactly right. I think industry 258 00:09:48,799 --> 00:09:49,299 wide, 259 00:09:50,160 --> 00:09:52,559 all of health care is really moving in 260 00:09:52,559 --> 00:09:55,004 the direction of AI and embracing it in 261 00:09:55,004 --> 00:09:57,404 so many ways. That's absolutely true inside our 262 00:09:57,404 --> 00:09:59,644 company and no doubt that the responsible use 263 00:09:59,644 --> 00:10:02,365 of AI, I think, holds tremendous promise to 264 00:10:02,365 --> 00:10:05,964 simplify and help us further create value in 265 00:10:05,964 --> 00:10:07,700 in what we all know is a is 266 00:10:07,700 --> 00:10:09,940 a more complex American health care system than 267 00:10:09,940 --> 00:10:13,139 any of us wishes. So we're using AI 268 00:10:13,139 --> 00:10:15,139 in some of the areas that you identified. 269 00:10:15,139 --> 00:10:16,759 Let me give you a couple of examples. 270 00:10:16,820 --> 00:10:19,139 So when it comes to health benefits and 271 00:10:19,139 --> 00:10:19,879 the experience, 272 00:10:21,924 --> 00:10:24,325 using AI there a good bit, working with 273 00:10:24,325 --> 00:10:26,825 partners like Optum, but also others 274 00:10:27,684 --> 00:10:28,745 to develop applications 275 00:10:29,205 --> 00:10:29,945 to provide 276 00:10:30,565 --> 00:10:31,544 for more seamless, 277 00:10:32,164 --> 00:10:32,664 quicker, 278 00:10:33,309 --> 00:10:36,990 faster to answer interactions with our advocates, whether 279 00:10:36,990 --> 00:10:37,809 that be, 280 00:10:38,429 --> 00:10:40,829 when a member calls in or uses an 281 00:10:40,829 --> 00:10:44,049 AI chatbot. We now have tens of millions 282 00:10:44,110 --> 00:10:45,970 of AI enabled searches, 283 00:10:46,589 --> 00:10:47,569 to help customers, 284 00:10:48,684 --> 00:10:49,184 consumers, 285 00:10:49,565 --> 00:10:52,544 and to surely help them with things like 286 00:10:52,764 --> 00:10:55,584 find a doctor, inquire about a claim, 287 00:10:56,845 --> 00:11:00,144 determine where they are on their deduct deductible 288 00:11:00,284 --> 00:11:02,879 accumulation should they have one. But then at 289 00:11:02,879 --> 00:11:04,179 the same time, also 290 00:11:04,799 --> 00:11:08,079 helping our agents on the inside be more 291 00:11:08,079 --> 00:11:11,220 responsive, get faster to answers as I indicated 292 00:11:11,440 --> 00:11:16,100 as AI is pulling forward to our advocates, 293 00:11:16,725 --> 00:11:17,845 that are on the phone with a member 294 00:11:17,845 --> 00:11:20,644 or interacting with them, perhaps in another digital 295 00:11:20,644 --> 00:11:23,625 form, pulling forward recommended answers, anticipating, 296 00:11:24,644 --> 00:11:26,644 what the next question and answer is going 297 00:11:26,644 --> 00:11:29,445 to be. So it is really speeding up 298 00:11:29,445 --> 00:11:30,105 the process. 299 00:11:30,884 --> 00:11:32,424 Some other specific areas, 300 00:11:32,860 --> 00:11:33,679 smart choice 301 00:11:33,980 --> 00:11:35,360 provider search capability, 302 00:11:35,740 --> 00:11:37,040 we call it. It leverages 303 00:11:37,500 --> 00:11:39,360 AI and delivers a more personalized 304 00:11:39,899 --> 00:11:43,100 experience for a member. You know, four key 305 00:11:43,100 --> 00:11:43,600 standards, 306 00:11:44,379 --> 00:11:46,285 come to mind to help a provide help 307 00:11:46,285 --> 00:11:48,865 a member find the provider that they want. 308 00:11:49,325 --> 00:11:50,705 Interested in in 309 00:11:51,085 --> 00:11:53,825 sorting on quality or searching by benefits 310 00:11:54,285 --> 00:11:56,625 or looking for other convenience factors, 311 00:11:56,925 --> 00:11:57,825 like schedule, 312 00:11:58,684 --> 00:11:59,184 opportunities 313 00:11:59,485 --> 00:12:01,585 or proximity to their home or work, 314 00:12:02,179 --> 00:12:04,419 and then allowing consumers to search for other 315 00:12:04,419 --> 00:12:07,879 items of of personal preference and personal choice. 316 00:12:08,659 --> 00:12:11,700 Perhaps the the language skills and capabilities of 317 00:12:11,700 --> 00:12:12,919 the provider, gender, 318 00:12:13,860 --> 00:12:16,600 things of that nature. So and also then 319 00:12:16,875 --> 00:12:19,054 really using AI to help 320 00:12:19,434 --> 00:12:19,934 provide, 321 00:12:21,274 --> 00:12:24,815 assistance to consumers with a members like you 322 00:12:25,035 --> 00:12:27,434 type of orientation. So things that we know 323 00:12:27,434 --> 00:12:29,695 about a member that they share with us. 324 00:12:30,179 --> 00:12:33,139 What are the choices that other members like 325 00:12:33,139 --> 00:12:34,360 them may have made 326 00:12:34,899 --> 00:12:37,240 about using our app, about seeking 327 00:12:37,700 --> 00:12:38,440 a provider, 328 00:12:39,379 --> 00:12:41,720 and things like that. So as 329 00:12:42,335 --> 00:12:45,535 AI gets more data within our systems at 330 00:12:45,535 --> 00:12:46,434 its disposal, 331 00:12:47,455 --> 00:12:50,754 it will continue to improve with these predictive 332 00:12:50,894 --> 00:12:54,035 capabilities. It will continue to deliver a richer 333 00:12:54,254 --> 00:12:56,735 experience for our members that I think they 334 00:12:56,735 --> 00:12:58,970 will find to be more seamless, 335 00:12:59,669 --> 00:13:00,889 quicker to answer, 336 00:13:01,830 --> 00:13:04,309 really much more like the retail experience that 337 00:13:04,309 --> 00:13:05,529 we keep talking about. 338 00:13:06,149 --> 00:13:07,909 Absolutely. It makes a lot of sense. And 339 00:13:07,909 --> 00:13:09,029 it really at the core of things, it 340 00:13:09,029 --> 00:13:12,089 sounds like you're looking to provide quicker information, 341 00:13:13,029 --> 00:13:15,725 better answers about care and benefits to your 342 00:13:15,725 --> 00:13:17,105 members and to your customers. 343 00:13:18,045 --> 00:13:18,945 Dan, I wanna, 344 00:13:19,565 --> 00:13:21,644 switch gears here for a second and talk 345 00:13:21,644 --> 00:13:24,445 a little more macro context about what's affecting 346 00:13:24,445 --> 00:13:26,684 the industry right now, especially as we head 347 00:13:26,684 --> 00:13:29,629 into next year. We're hearing from employers, 348 00:13:30,009 --> 00:13:32,029 all over the country and from, 349 00:13:32,409 --> 00:13:34,809 groups that analyze what employers are saying at 350 00:13:34,809 --> 00:13:38,089 large about, the health care cost increases that 351 00:13:38,089 --> 00:13:41,049 they're estimating, that they're bracing for as we 352 00:13:41,049 --> 00:13:43,535 go into next year. We're seeing anywhere from 353 00:13:43,535 --> 00:13:45,075 6% to 10%, 354 00:13:45,455 --> 00:13:46,355 cost increases 355 00:13:46,815 --> 00:13:48,115 in 2026 356 00:13:48,174 --> 00:13:51,235 driven by factors like catastrophic claims, 357 00:13:51,535 --> 00:13:54,355 specialty drugs, coverage of chronic conditions. 358 00:13:55,129 --> 00:13:56,669 So what are you hearing, 359 00:13:57,049 --> 00:13:57,789 most consistently 360 00:13:58,090 --> 00:14:01,049 from your jumbo and large employer clients right 361 00:14:01,049 --> 00:14:01,549 now, 362 00:14:02,009 --> 00:14:03,870 about how they're preparing for this? 363 00:14:04,649 --> 00:14:06,970 Yeah. Boy, it's something that we listen really 364 00:14:06,970 --> 00:14:07,950 closely to, 365 00:14:08,409 --> 00:14:10,725 take very seriously. And at the same time, 366 00:14:10,725 --> 00:14:13,465 we're obviously always analyzing our own data, 367 00:14:14,004 --> 00:14:15,304 listening to what our 368 00:14:15,605 --> 00:14:16,105 competitors, 369 00:14:16,725 --> 00:14:19,225 in the marketplace are saying about their visibility 370 00:14:19,445 --> 00:14:20,105 to trend, 371 00:14:20,804 --> 00:14:23,759 and just working always to get a comprehensive 372 00:14:23,819 --> 00:14:25,659 view of that and share it with our 373 00:14:25,659 --> 00:14:29,120 employer customers, prospects alike, and obviously the distribution 374 00:14:29,179 --> 00:14:30,959 channel. And as I said earlier, 375 00:14:31,659 --> 00:14:34,639 customers and consumers are most interested in affordability 376 00:14:34,940 --> 00:14:35,919 and then simplicity 377 00:14:36,634 --> 00:14:38,014 right behind that. So 378 00:14:38,394 --> 00:14:41,274 employers are absolutely concerned about rising cost, and 379 00:14:41,274 --> 00:14:43,595 you quoted six to 10%. And I think 380 00:14:43,595 --> 00:14:45,434 in places, we're gonna see it above that. 381 00:14:45,434 --> 00:14:46,815 I've heard recent commentary, 382 00:14:48,075 --> 00:14:50,495 from some other leaders in the industry, counterparts 383 00:14:50,634 --> 00:14:51,934 of mine, if you will, 384 00:14:52,440 --> 00:14:54,759 in various places where they're expecting rates to 385 00:14:54,759 --> 00:14:57,160 be well above that in some pockets of 386 00:14:57,160 --> 00:14:59,480 the country. And and I think that's right. 387 00:14:59,480 --> 00:15:02,300 There's always geographic variation. There's 388 00:15:02,759 --> 00:15:05,179 certain employer circumstances, obviously, 389 00:15:05,975 --> 00:15:09,095 that dictate, if you will, where a specific 390 00:15:09,095 --> 00:15:11,435 rate increase for an employer is gonna fall, 391 00:15:12,295 --> 00:15:15,575 certain benefits, etcetera, the utilization patterns of the 392 00:15:15,575 --> 00:15:17,115 group and so forth. But, 393 00:15:18,215 --> 00:15:20,620 it it costs are elevated. They have been 394 00:15:20,620 --> 00:15:22,379 elevated for a couple of years, and it 395 00:15:22,379 --> 00:15:24,699 sure looks like they're gonna continue to be 396 00:15:24,699 --> 00:15:26,720 elevated with even some acceleration 397 00:15:27,659 --> 00:15:30,059 of that elevation into 2026. 398 00:15:30,059 --> 00:15:30,559 So 399 00:15:30,995 --> 00:15:33,815 when prices for health care products and services 400 00:15:33,875 --> 00:15:35,174 increase year over year, 401 00:15:35,634 --> 00:15:38,115 there's no doubt that it impacts employers. It 402 00:15:38,115 --> 00:15:38,615 impacts, 403 00:15:39,074 --> 00:15:41,394 us as insurers. It impacts the government in 404 00:15:41,394 --> 00:15:44,490 their programs like Medicare. And so there's a 405 00:15:44,490 --> 00:15:47,129 lot of factors that have an impact on 406 00:15:47,129 --> 00:15:48,110 this. You, 407 00:15:48,490 --> 00:15:50,429 quoted some of those. We're absolutely 408 00:15:50,809 --> 00:15:53,690 seeing costs in that in that area of 409 00:15:53,690 --> 00:15:56,889 specialty drugs and pharmacy in general. So all 410 00:15:56,889 --> 00:15:59,129 sorts of pharmaceuticals, but with a focus on 411 00:15:59,129 --> 00:16:01,705 specialty drugs and that's coming in a number 412 00:16:01,705 --> 00:16:03,325 of ways. It's just coming through 413 00:16:03,784 --> 00:16:06,024 cost increases from pharma and it's also coming 414 00:16:06,024 --> 00:16:08,024 through increased adoption of some of the more 415 00:16:08,024 --> 00:16:09,644 expensive drugs that are replacing 416 00:16:10,745 --> 00:16:12,044 less expensive drugs. 417 00:16:12,600 --> 00:16:15,559 Certainly continuing to see chronic conditions as you 418 00:16:15,559 --> 00:16:16,059 indicated 419 00:16:17,079 --> 00:16:17,659 in continued 420 00:16:18,200 --> 00:16:21,399 elevated utilization of behavioral health. We really saw 421 00:16:21,399 --> 00:16:23,899 that in start in COVID. It's continued 422 00:16:24,519 --> 00:16:25,339 since then. 423 00:16:26,134 --> 00:16:28,855 That's an example of where spending more on 424 00:16:28,855 --> 00:16:30,955 behavioral health for the people that need it 425 00:16:31,254 --> 00:16:33,815 is appropriate and it's something that we work 426 00:16:33,815 --> 00:16:35,754 hard every day to enable. So 427 00:16:36,535 --> 00:16:38,235 costs are up. Yes. 428 00:16:39,009 --> 00:16:40,309 Through some things that 429 00:16:40,690 --> 00:16:42,529 we really need to be careful about and 430 00:16:42,529 --> 00:16:44,389 sensitive to and I would put the pharmaceuticals 431 00:16:44,610 --> 00:16:46,209 in that category and there are other things 432 00:16:46,209 --> 00:16:47,730 where costs are up because people need to 433 00:16:47,730 --> 00:16:49,970 care and I put behavioral health in that 434 00:16:49,970 --> 00:16:53,009 category. So we seek to manage across all 435 00:16:53,009 --> 00:16:54,309 of those areas 436 00:16:55,065 --> 00:16:57,785 containing cost, as much as we can in 437 00:16:57,785 --> 00:16:58,285 negotiations 438 00:16:58,825 --> 00:17:02,125 with with pharmaceutical manufacturers and others, 439 00:17:02,985 --> 00:17:06,045 ensuring that we're balanced in payments to providers 440 00:17:06,105 --> 00:17:09,000 and continuing to lead to broad access to 441 00:17:09,000 --> 00:17:10,779 our members, but at the same time, 442 00:17:11,559 --> 00:17:13,900 fare increases from an employer's perspective, 443 00:17:14,600 --> 00:17:15,259 as well. 444 00:17:15,640 --> 00:17:19,180 And then making the increased needs for care 445 00:17:19,240 --> 00:17:21,960 like behavioral health, doing so in the most 446 00:17:21,960 --> 00:17:25,214 efficient way, working really hard and using technology 447 00:17:25,434 --> 00:17:27,434 to help us align the needs of a 448 00:17:27,434 --> 00:17:27,934 consumer 449 00:17:28,474 --> 00:17:29,375 with the capabilities 450 00:17:29,674 --> 00:17:30,494 of a provider. 451 00:17:30,795 --> 00:17:32,714 And you can think about the needs of 452 00:17:32,714 --> 00:17:35,694 of different folks in behavioral health situations, and 453 00:17:36,059 --> 00:17:38,159 and not everyone needs a psychiatrist. 454 00:17:38,460 --> 00:17:40,559 Many of them need a counselor, a specialized 455 00:17:40,859 --> 00:17:41,359 counselor. 456 00:17:41,819 --> 00:17:42,559 Some can, 457 00:17:43,179 --> 00:17:45,759 have all of their needs met through digital 458 00:17:45,819 --> 00:17:46,319 interaction. 459 00:17:46,859 --> 00:17:49,980 And so working really hard to align best 460 00:17:49,980 --> 00:17:52,085 resource with needs of the patient 461 00:17:52,464 --> 00:17:55,105 is helping us manage those costs as well. 462 00:17:55,105 --> 00:17:55,605 So, 463 00:17:56,144 --> 00:17:59,664 we've got a broad effort that approaches all 464 00:17:59,664 --> 00:18:01,424 of these things in a number of ways. 465 00:18:01,424 --> 00:18:02,884 And at the same time, 466 00:18:03,345 --> 00:18:05,424 I'm also sensitive and aware of what Surest 467 00:18:05,424 --> 00:18:07,839 is doing. We talked about that, and we 468 00:18:07,839 --> 00:18:11,200 talked about how how Surest drives savings. It 469 00:18:11,200 --> 00:18:12,660 does so by also 470 00:18:13,119 --> 00:18:15,059 helping manage this appropriateness 471 00:18:15,599 --> 00:18:17,859 of resource to the needs of the patient. 472 00:18:18,000 --> 00:18:19,859 Couple of examples in that area. 473 00:18:20,194 --> 00:18:22,914 We have, you know, 14% lower e r 474 00:18:22,914 --> 00:18:23,414 utilization 475 00:18:23,954 --> 00:18:26,615 on Surest, but then three times 476 00:18:27,234 --> 00:18:28,615 higher virtual visit 477 00:18:28,994 --> 00:18:29,494 utilization. 478 00:18:30,115 --> 00:18:31,095 So that's just 479 00:18:31,474 --> 00:18:34,589 one example in one product of how we 480 00:18:34,589 --> 00:18:36,769 seek to align the needs of the consumer 481 00:18:37,309 --> 00:18:38,769 with the resources available. 482 00:18:39,150 --> 00:18:41,390 That's an example of something that helps us 483 00:18:41,390 --> 00:18:43,869 mitigate costs. Those savings come through insurance. They 484 00:18:43,869 --> 00:18:45,650 gave you the behavioral health example. 485 00:18:46,214 --> 00:18:46,714 There's 486 00:18:47,015 --> 00:18:49,994 many others of examples like that as well 487 00:18:50,294 --> 00:18:53,414 that we're using to help get after this 488 00:18:53,414 --> 00:18:55,755 elevated trend in inappropriate ways. 489 00:18:56,535 --> 00:18:58,934 So many detailed insights for me there, Dan, 490 00:18:58,934 --> 00:19:01,829 about what is ultimately driving up health care 491 00:19:01,829 --> 00:19:04,309 costs, especially as we look into next year. 492 00:19:04,309 --> 00:19:07,190 And you touched on pharmaceuticals, and and that 493 00:19:07,190 --> 00:19:09,130 is really one area where we are constantly 494 00:19:09,190 --> 00:19:11,829 hearing from insurers right now about what is 495 00:19:11,829 --> 00:19:12,970 driving up premiums 496 00:19:13,269 --> 00:19:14,970 for their members in part. 497 00:19:15,535 --> 00:19:17,055 So so let me follow-up on that with 498 00:19:17,055 --> 00:19:19,714 you about GLP ones specifically. 499 00:19:20,015 --> 00:19:21,934 It it's, of course, it's top of mind 500 00:19:21,934 --> 00:19:25,394 for employers given their high costs, the adherence 501 00:19:25,454 --> 00:19:27,234 challenges we we hear about. 502 00:19:27,690 --> 00:19:29,869 So how are how is UnitedHealthcare 503 00:19:30,490 --> 00:19:33,609 considering the balance for that employer demand for 504 00:19:33,609 --> 00:19:35,309 access to these medications 505 00:19:35,929 --> 00:19:38,109 with the need for long term sustainability 506 00:19:38,569 --> 00:19:40,809 with plan design and and the cost trends 507 00:19:40,809 --> 00:19:41,630 that we're seeing? 508 00:19:42,205 --> 00:19:44,365 Yeah. Boy, you're absolutely right to touch on 509 00:19:44,365 --> 00:19:47,005 that topic and absolutely on point as far 510 00:19:47,005 --> 00:19:48,684 as one of the things most talked about 511 00:19:48,684 --> 00:19:49,424 with employers. 512 00:19:50,045 --> 00:19:52,865 We get questions about GLP ones from employers, 513 00:19:53,565 --> 00:19:55,884 all the time. I would suggest that it's 514 00:19:56,045 --> 00:19:58,960 nearly every every employer has questions about GLP 515 00:19:58,960 --> 00:20:01,839 one, and and we really work hard to, 516 00:20:02,799 --> 00:20:05,279 help understand the needs of each employer and 517 00:20:05,279 --> 00:20:06,339 customize solutions 518 00:20:07,119 --> 00:20:07,859 for them. 519 00:20:08,240 --> 00:20:08,740 It's 520 00:20:09,519 --> 00:20:11,859 demand for GLP ones from consumers 521 00:20:12,855 --> 00:20:15,194 at the current price point is absolutely 522 00:20:15,734 --> 00:20:16,234 outpacing 523 00:20:16,615 --> 00:20:20,075 the employer's ability to cover those costs. So 524 00:20:20,375 --> 00:20:23,835 that's why employers are interested in various solutions. 525 00:20:23,894 --> 00:20:24,394 So, 526 00:20:25,335 --> 00:20:27,690 it's not a single solution, just 527 00:20:28,089 --> 00:20:29,869 GLP one coverage or not, 528 00:20:30,649 --> 00:20:31,149 is 529 00:20:31,929 --> 00:20:33,769 is it's more complex than that. It's not 530 00:20:33,769 --> 00:20:35,289 as simple as looking at it from an 531 00:20:35,289 --> 00:20:36,269 employer perspective 532 00:20:37,049 --> 00:20:39,210 of covering it or not. And the the 533 00:20:39,210 --> 00:20:41,384 reasons behind that is it's a, you know, 534 00:20:41,384 --> 00:20:43,705 upwards of a thousand dollars per patient per 535 00:20:43,705 --> 00:20:44,924 month is the cost. 536 00:20:45,384 --> 00:20:47,465 Perhaps there are some situations that can bring 537 00:20:47,465 --> 00:20:48,845 that cost down, 538 00:20:49,785 --> 00:20:52,904 and the high demand and the in some 539 00:20:52,904 --> 00:20:55,244 employers, a relatively high percentage of employees 540 00:20:55,840 --> 00:20:58,960 that would be eligible for suitable for for 541 00:20:58,960 --> 00:20:59,440 such, 542 00:20:59,920 --> 00:21:00,420 treatment, 543 00:21:01,200 --> 00:21:03,920 really makes that unaffordable. So that's why we 544 00:21:03,920 --> 00:21:06,320 work together with employers to put together more 545 00:21:06,320 --> 00:21:06,820 comprehensive 546 00:21:07,360 --> 00:21:09,360 weight loss solutions when they do seek to 547 00:21:09,360 --> 00:21:10,660 cover GLP ones. 548 00:21:11,255 --> 00:21:13,815 Help them think about the criteria by which 549 00:21:13,815 --> 00:21:16,634 they want to cover those GLP ones. 550 00:21:17,414 --> 00:21:19,914 And we've seen a good amount of innovation. 551 00:21:20,934 --> 00:21:22,554 We've seen a good amount of innovation 552 00:21:22,855 --> 00:21:25,960 emerge in that area with weight loss programs 553 00:21:25,960 --> 00:21:28,220 taking a whole person approach. 554 00:21:28,759 --> 00:21:29,900 So those include 555 00:21:30,279 --> 00:21:33,000 pharmaceuticals, obviously, the GOP won many times, but 556 00:21:33,000 --> 00:21:35,099 also clinical and behavioral support, 557 00:21:35,880 --> 00:21:37,019 can be more effective. 558 00:21:37,355 --> 00:21:39,515 You know, that's why we've developed a total 559 00:21:39,515 --> 00:21:40,974 weight support program, 560 00:21:41,914 --> 00:21:44,795 built to help encourage members to approach weight 561 00:21:44,795 --> 00:21:46,174 loss, you know, more holistically, 562 00:21:46,714 --> 00:21:48,174 more than just taking, 563 00:21:49,355 --> 00:21:51,295 the medication itself. So 564 00:21:51,730 --> 00:21:53,829 that's how we work through it with employers. 565 00:21:54,130 --> 00:21:56,849 It's a difficult decision for them to cover 566 00:21:56,849 --> 00:21:59,169 it. And you've seen in in, 567 00:21:59,569 --> 00:22:01,349 your publications and others 568 00:22:01,809 --> 00:22:04,950 how some insurers have moved to broad coverage 569 00:22:05,169 --> 00:22:08,414 and then step back. You've heard of employers 570 00:22:08,414 --> 00:22:10,194 who have stepped to broad coverage 571 00:22:10,494 --> 00:22:11,875 and then step back. 572 00:22:12,255 --> 00:22:15,214 So this is continuing to evolve. You know, 573 00:22:15,214 --> 00:22:15,954 I'm encouraged 574 00:22:16,654 --> 00:22:19,555 by what I read and hear from my 575 00:22:19,799 --> 00:22:22,620 colleagues in the pharmacy space about the emergence 576 00:22:23,000 --> 00:22:23,500 of 577 00:22:23,960 --> 00:22:25,740 of more GLP ones, 578 00:22:26,519 --> 00:22:29,019 perhaps moving to pill form, perhaps, 579 00:22:29,559 --> 00:22:30,299 more manufacturers 580 00:22:30,759 --> 00:22:32,779 of the injectable GLP ones 581 00:22:33,325 --> 00:22:35,505 coming to the economy in the years ahead. 582 00:22:35,805 --> 00:22:36,945 So I'm optimistic 583 00:22:37,404 --> 00:22:40,144 that the cost of GLP ones will continue 584 00:22:40,205 --> 00:22:42,285 to come down. I really do think that 585 00:22:42,285 --> 00:22:45,404 is necessary. I think employers have told us 586 00:22:45,404 --> 00:22:48,519 that. I think we and other insurers have 587 00:22:48,519 --> 00:22:49,500 told the marketplace 588 00:22:50,200 --> 00:22:52,839 that as well, that for widespread adoption to 589 00:22:52,839 --> 00:22:53,740 be affordable, 590 00:22:54,279 --> 00:22:57,079 we're gonna need more treatment options. We're gonna 591 00:22:57,079 --> 00:22:58,220 need more 592 00:22:59,095 --> 00:23:01,894 manufacturers, more delivery mechanisms getting to the pill 593 00:23:01,894 --> 00:23:02,394 form, 594 00:23:02,694 --> 00:23:04,875 perhaps. And and in the meantime, 595 00:23:05,335 --> 00:23:05,835 however, 596 00:23:06,214 --> 00:23:09,034 I think it's the solutions are more comprehensive, 597 00:23:09,494 --> 00:23:11,434 whole person approach as I mentioned, 598 00:23:12,309 --> 00:23:14,090 continued working with the manufacturers, 599 00:23:14,549 --> 00:23:15,289 and then, 600 00:23:15,990 --> 00:23:16,970 really information, 601 00:23:18,549 --> 00:23:21,369 shared decision making, if you will, with employers 602 00:23:21,430 --> 00:23:22,170 through distribution 603 00:23:22,470 --> 00:23:24,950 channel and and employers with their employees as 604 00:23:24,950 --> 00:23:25,450 well 605 00:23:25,830 --> 00:23:26,330 to 606 00:23:26,684 --> 00:23:27,664 try and find, 607 00:23:28,204 --> 00:23:29,184 the most appropriate 608 00:23:29,884 --> 00:23:30,384 offering 609 00:23:30,684 --> 00:23:32,224 that still delivers affordability 610 00:23:32,684 --> 00:23:33,505 for consumer, 611 00:23:34,444 --> 00:23:35,984 and the employer. So, 612 00:23:36,524 --> 00:23:38,784 much more to be talked about, and the 613 00:23:39,059 --> 00:23:41,619 full full book on GLP one has many, 614 00:23:41,619 --> 00:23:44,359 many chapters let to be written. But, 615 00:23:44,740 --> 00:23:46,740 it's an issue for employers, and I think 616 00:23:46,740 --> 00:23:47,880 it's gonna be one, 617 00:23:48,419 --> 00:23:50,980 for years to come. That said, I am 618 00:23:50,980 --> 00:23:53,220 optimistic that several years from now, we end 619 00:23:53,220 --> 00:23:53,924 up with 620 00:23:54,485 --> 00:23:55,865 the ability to offer 621 00:23:56,164 --> 00:23:57,225 broader adoption 622 00:23:57,605 --> 00:23:59,144 at affordable prices. 623 00:24:00,325 --> 00:24:03,465 Absolutely. So clearly a very pressing and evolving 624 00:24:03,684 --> 00:24:06,345 issue. It'll be fascinating to see how UnitedHealthcare 625 00:24:06,644 --> 00:24:09,225 continues to tackle this and offer new solutions 626 00:24:09,670 --> 00:24:10,410 to the markets. 627 00:24:10,950 --> 00:24:12,789 Dan, as you said, there's so much more 628 00:24:12,789 --> 00:24:14,710 we could talk about, but I know you're 629 00:24:14,710 --> 00:24:16,789 a busy man. So I wanna thank you 630 00:24:16,789 --> 00:24:18,789 for taking the time to chat with us 631 00:24:18,789 --> 00:24:21,589 about all the latest happening under your leadership 632 00:24:21,589 --> 00:24:22,250 at UnitedHealthcare 633 00:24:22,785 --> 00:24:24,625 and for sharing your thoughts with us about 634 00:24:24,625 --> 00:24:26,785 what's going on in the wider industry. We 635 00:24:26,785 --> 00:24:29,345 truly appreciate it. Thank you, Jacob. I appreciate 636 00:24:29,345 --> 00:24:30,005 the opportunity. 637 00:24:30,625 --> 00:24:32,224 And to our listeners, if you'd like to 638 00:24:32,224 --> 00:24:35,025 listen to more podcasts from Becker's Healthcare, you 639 00:24:35,025 --> 00:24:37,765 can visit beckershospitalreview.com.