Latest / Becker’s Healthcare Podcast / AI, Interoperability, and the Future of Community Health with Isaiah Nathaniel

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AI, Interoperability, and the Future of Community Health with Isaiah Nathaniel · Becker’s Healthcare Podcast

• 0:02
  - There's a version of AI in health care
• 0:04
  - that lives mostly in press releases,
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  - pilot programs, partnership announcements,
• 0:09
  - theoretical
• 0:10
  - use cases.
• 0:11
  - And then there's the version that lives in
• 0:13
  - the work, the CIO trying to get a
• 0:15
  - model into production without breaking a dozen workflows,
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  - the revenue cycle leader weighing automation against accuracy,
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  - the CISO who knows that every new integration
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  - is a new attack surface.
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  - Becker's eleventh annual IT and revenue cycle conference
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  - executive level attendees,
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  - 600 plus speakers,
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  - and four days of sessions designed around the
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  - real operational questions behind
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  - AI, cybersecurity,
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  - revenue cycle performance, and digital health.
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  - Join us September 14 through the seventeenth.
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  - For the agenda and event details,
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  - visit beckershospitalreview.com
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  - and click on the events tab in the
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  - upper right.
• 0:59
  - This is Laura Dierda with the Becker's Healthcare
• 1:01
  - podcast. I'm thrilled today to be joined by
• 1:04
  - Isaiah Nathaniel,
• 1:05
  - senior vice president and chief information officer at
• 1:08
  - Delaware Valley Community Health, as well as the
• 1:10
  - strategic CIO of the Pennsylvania Health Center Technology
• 1:13
  - Alliance and CIO executive advisor for the National
• 1:16
  - Association of Community Health Centers. Isaiah, it's a
• 1:19
  - pleasure to have you on the podcast today.
• 1:22
  - Laura, I'm so grateful to be here today
• 1:24
  - talking to you. I love my Becker's community,
• 1:27
  - so I'm interested in how we have this
• 1:29
  - conversation, and hopefully, my colleagues will enjoy it
• 1:32
  - as well.
• 1:33
  - Absolutely. I think they will. I mean, you
• 1:35
  - know, there's so much happening within the health
• 1:36
  - care space right now. Technology is evolving so
• 1:38
  - quickly. And so,
• 1:40
  - it'll be really, really helpful to get your
• 1:42
  - perspective on everything that you're doing with the
• 1:44
  - health centers as well as, you know, the
• 1:46
  - more state level and and national level too.
• 1:49
  - So excited to dig in. But before we
• 1:51
  - do, can you just tell us a little
• 1:52
  - bit more about yourself as well as,
• 1:54
  - the community health centers?
• 1:57
  - Absolutely.
• 1:58
  - A little bit about myself is
• 2:00
  - I am a former division one basketball player
• 2:04
  - who turned into an IT executive
• 2:07
  - all by the sake and call of my
• 2:10
  - mother who said I had to be in
• 2:11
  - health care IT because I love technology.
• 2:14
  - I loved,
• 2:16
  - helping others with technology,
• 2:19
  - And I also had to pay her and
• 2:20
  - my father back for breaking our Windows 98
• 2:23
  - computer
• 2:24
  - back in the day. So I think I'm
• 2:25
  - living up to that because it's been nineteen
• 2:28
  - years, nineteen, twenty years at Delaware Valley Community
• 2:31
  - Health, four years in the for profit sector.
• 2:33
  - So I I think this career
• 2:35
  - has paid her back, I think, and just
• 2:37
  - we'll have to ask her in the next
• 2:39
  - podcast.
• 2:40
  - Oh, yeah. Absolutely. Absolutely.
• 2:42
  - Hopefully, she,
• 2:43
  - feels like it's done that and more.
• 2:46
  - Yes. I agree.
• 2:49
  - Perfect. Well, you know and I I I
• 2:51
  - love that passion for being technology and helping
• 2:54
  - people. Certainly, in the health care space, you
• 2:56
  - know, there is so much opportunity to,
• 2:59
  - support in health care being such a people
• 3:01
  - centered business. I can imagine it,
• 3:04
  - really dovetails nicely into,
• 3:06
  - your your interest and everything that you have
• 3:08
  - going on. So I'm curious. Let's start off
• 3:10
  - with talking about some of the things that
• 3:12
  - you're seeing shape the health care discussion. What
• 3:16
  - are some of the most powerful forces out
• 3:18
  - there right now for,
• 3:19
  - digital health and IT at your organization and
• 3:22
  - at the association level as well? What are
• 3:24
  - you thinking about, and how do you anticipate
• 3:26
  - these things will evolve in the next year
• 3:28
  - or so?
• 3:29
  - I think it's a really great question. And
• 3:31
  - the context in which we we keep talking
• 3:34
  - about it is the National Association Community Health
• 3:36
  - Centers, the PA Health Center Technology Alliance,
• 3:39
  - the Delaware Valley Community Health. We are in
• 3:42
  - the community health space. We consider ourselves at
• 3:45
  - the national level,
• 3:46
  - quite frankly, the primary safety net of of
• 3:49
  - the country
• 3:50
  - where we see one in seven and one
• 3:52
  - in three in rural America.
• 3:54
  - And that's through 1,512
• 3:57
  - independent FQHCs,
• 3:58
  - Delaware Valley being one of that 1,512
• 4:02
  - through 17,000
• 4:03
  - plus locations.
• 4:05
  - Annually, we see about 52, 54,000,000
• 4:08
  - patients.
• 4:09
  - And so in the context
• 4:11
  - of where my conversation goes is the patient,
• 4:15
  - the people, and serving the underserved,
• 4:19
  - community very well, and that's what we like
• 4:22
  - to do. And
• 4:23
  - that does not mean that you don't have
• 4:25
  - technology. We spend about $60,000,000,000,
• 4:28
  - which is 1% of the annual
• 4:30
  - spend in health care on primary care and
• 4:33
  - and our community health networks. And so
• 4:36
  - in that context, you can't have
• 4:39
  - good true health care without technology
• 4:42
  - even in the market of community health and
• 4:45
  - and rural health and and all of those
• 4:47
  - things that encompass what we call community health
• 4:49
  - center movement.
• 4:51
  - So for for me,
• 4:53
  - the technology
• 4:54
  - that is shaping the future is the same
• 4:56
  - as a hospital. It may just not be
• 4:57
  - on that same rapid pace of innovation,
• 5:01
  - but there's still clearly opportunities
• 5:03
  - of investment for artificial intelligence.
• 5:06
  - I just had to get AI out of
• 5:08
  - the conversation already because that's what everybody's talking
• 5:11
  - about. And same thing in community health, artificial
• 5:14
  - intelligence.
• 5:15
  - How do we introduce it with ambient listening?
• 5:18
  - How do we introduce it
• 5:20
  - with call center or agentic AI, voice AI?
• 5:23
  - How do we introduce
• 5:24
  - artificial intelligence into the revenue cycle process? And
• 5:28
  - then how do we enter introduce it into
• 5:30
  - the staffing profile, making their jobs a lot
• 5:33
  - easier and removing some of the administrative burden.
• 5:36
  - So that's at the national scale, and then
• 5:38
  - same thing happens on the local scale. So
• 5:40
  - that coordinated attack of how do we really
• 5:44
  - change in a digital health way that includes
• 5:47
  - both the preregistration
• 5:49
  - and the outpatient registration, and then passing that
• 5:52
  - information along
• 5:54
  - to our hospital partners or our subspecialty
• 5:57
  - partners
• 5:58
  - is really the the ecosystem of of population
• 6:02
  - health for us. So for me, I see
• 6:04
  - a true transition to
• 6:06
  - coordinated
• 6:07
  - care using digital activities, digital technologies,
• 6:11
  - be it smart on fire, be it
• 6:13
  - traditional APIs, but that ecosystem
• 6:16
  - of digital health where we are getting all
• 6:19
  - the information before,
• 6:21
  - and we're trying to take those discrete data
• 6:23
  - elements and make it possible
• 6:26
  - to all of the places that the patient
• 6:28
  - would actually go. And that is where I
• 6:30
  - see the trajectory
• 6:32
  - of health care going in IT. I have
• 6:34
  - some futuristic thoughts, but I'll wait till you
• 6:36
  - ask me what my future miss at Delta.
• 6:39
  - Yeah. No. I I can't wait to hear
• 6:41
  - them. This is great. So I I think
• 6:43
  - especially, you know, when you're talking about,
• 6:46
  - AI and how it is really revolutionizing
• 6:49
  - the way hospitals,
• 6:51
  - currently are are operating both on the clinical
• 6:53
  - as well as the administrative side.
• 6:55
  - You know, a lot comes with that. The
• 6:57
  - technology implementation,
• 6:58
  - selection, and and, you know, adoption is one
• 7:01
  - thing. But then when you look at, you
• 7:03
  - know, ensuring it is fully adopted by, the
• 7:06
  - people within the organization, that's a whole different
• 7:09
  - challenge. So can you talk a little bit
• 7:10
  - about,
• 7:11
  - what you're doing and and how you're seeing,
• 7:13
  - this technology coming into the health center space
• 7:16
  - and, you know, the the teams of people
• 7:18
  - that are working with it? You know, what
• 7:20
  - are are are some of the adoption rates
• 7:21
  - you're seeing, and how are you maneuvering to
• 7:23
  - make sure that, you know, the investment in
• 7:26
  - technology is making the biggest impact as quickly
• 7:28
  - as possible?
• 7:30
  - I love that question because it brings about
• 7:32
  - something that I say all the time is
• 7:35
  - even though I'm a technologist,
• 7:36
  - I I am introducing
• 7:39
  - technology by
• 7:40
  - removing the access barrier, not not introducing it.
• 7:44
  - And what I suggest by that is going
• 7:47
  - a little bit deeper and not just putting
• 7:50
  - IT in my infrastructure or my IT stack
• 7:53
  - or even consulting or even advising what IT
• 7:56
  - should be without truly understanding where the organization
• 7:59
  - is strategically,
• 8:01
  - what is in their next three to five
• 8:03
  - year plan,
• 8:04
  - and then also
• 8:05
  - where the patients are on that journey. And
• 8:08
  - we can't ever leave patients out of technology.
• 8:10
  - I think part of my success is wanting
• 8:13
  - to understand that ad nauseam, that psychology of
• 8:16
  - the patient. Are they coming in with a
• 8:18
  - smartphone just as simple as that? Or if
• 8:20
  - not, how do I design my technology or
• 8:23
  - my algorithms
• 8:24
  - to still give them the same patient experience
• 8:26
  - that it were will be if you do
• 8:28
  - have a smartphone?
• 8:30
  - So for me, the the adoption is two
• 8:33
  - lanes. It's one from the patient. And then
• 8:35
  - from the provider perspective,
• 8:36
  - how do we introduce training? How do we
• 8:38
  - bring them into the proofs of concepts? How
• 8:41
  - do we make it their product more than
• 8:43
  - an IT product? How do we solve what
• 8:46
  - they went to school for, which is just
• 8:49
  - to see a patient,
• 8:50
  - not to be documentation
• 8:52
  - specialist.
• 8:53
  - How do we introduce technology into the rooms?
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  - And for me, part of my futuristic design
• 8:58
  - is a provider just walks in the room,
• 9:01
  - and the technology takes over. It's ambient AI.
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  - It's it's scribing
• 9:06
  - automatically.
• 9:07
  - It's
• 9:08
  - doing the diagnosis
• 9:09
  - and the vital signs and primary care automatically
• 9:13
  - just walk and step into a particular space,
• 9:16
  - and there's a
• 9:17
  - overlay X-ray that's taking that information and then
• 9:20
  - ingesting that right into the SOAP note of
• 9:22
  - your EHR.
• 9:23
  - And your EHR might be an actual product,
• 9:26
  - or it might just be something that is
• 9:28
  - a discrete data element or an actual just
• 9:32
  - form that is carrying themselves and can just
• 9:35
  - transition that
• 9:36
  - natively to
• 9:37
  - your cell phone, to your Apple Watch, or
• 9:40
  - your Google Watch, and and all of these
• 9:42
  - things. So futuristically
• 9:44
  - knowing that that is potentially
• 9:46
  - possible, capable
• 9:47
  - in in many different areas, why not put
• 9:50
  - primary care into that space? And then what
• 9:52
  - does that do? That makes the patient happy.
• 9:55
  - Because guess what? They get to talk to
• 9:56
  - the provider, makes the provider happy because they
• 9:58
  - don't have to do all of this documentation,
• 10:01
  - and they can really spend the time that
• 10:02
  - they want on the patient. And then it
• 10:04
  - makes the organization happy because staff is happy
• 10:07
  - because we're able to bill appropriately at the
• 10:09
  - right levels and then making sure our revenue
• 10:12
  - cycle is doing what they need to. So
• 10:14
  - for me,
• 10:15
  - that's a really, really good question. You can
• 10:18
  - tell, Laura. I haven't thought about it at
• 10:20
  - all. I'll stop there.
• 10:23
  - Oh, absolutely, though. And, you know, very great
• 10:26
  - off the cuff.
• 10:27
  - But that that's kind of an incredible picture
• 10:30
  - you're painting in terms of,
• 10:32
  - what that future
• 10:34
  - could look like for clinicians just walking into
• 10:36
  - the room and being able to have that
• 10:37
  - interaction, that relationship with patients and trust that,
• 10:40
  - you know, technology has their back on the
• 10:42
  - other side of it and and can really,
• 10:45
  - optimize whatever the notes are in in the
• 10:47
  - different administrative aspects of their visit so that
• 10:50
  - they can truly, truly focus in on the
• 10:52
  - relationship and,
• 10:53
  - helping make the patient better. Now
• 10:56
  - on your journey to create that reality, I
• 10:58
  - I know you're doing a lot of different
• 11:00
  - things. So could you tell us a little
• 11:01
  - bit about a big project or a big
• 11:03
  - swing that you took in the last year
• 11:05
  - that has paid off? What are you doing,
• 11:06
  - and and what have the results been so
• 11:08
  - far?
• 11:09
  - Yeah. Well, welcome to the dark side as
• 11:11
  - some of my colleagues would say. And what
• 11:14
  - have I done in the past year? Well,
• 11:16
  - we did one big thing is we signed
• 11:19
  - an Epic contract,
• 11:20
  - and we signed an Epic direct contract to
• 11:23
  - bring
• 11:24
  - Epic to community health centers in Pennsylvania.
• 11:28
  - And
• 11:29
  - that is one big thing that I'm doing,
• 11:31
  - and we intend to go live this year
• 11:34
  - in 2026.
• 11:36
  - So working backwards from that go live date
• 11:38
  - in November,
• 11:40
  - we are working towards bringing a full instance
• 11:43
  - of Epic
• 11:44
  - to community health centers built for by us
• 11:47
  - and using our special sauce, our special gift
• 11:50
  - of being in primary care safety net,
• 11:53
  - and delivering that to all those that they
• 11:56
  - wanted in Pennsylvania from a community health space,
• 11:58
  - which is about 54 individual
• 12:01
  - organizations,
• 12:02
  - patient profile about 1,200,000.
• 12:05
  - So not doing anything. I I don't have
• 12:08
  - enough time in the day or,
• 12:11
  - my patients, they just need this. And I
• 12:13
  - really believe that, bringing Epic to the state
• 12:16
  - of Pennsylvania in this fashion and this way
• 12:19
  - will help the ecosystem
• 12:21
  - globally in Pennsylvania, not just from a community
• 12:24
  - health space.
• 12:26
  - That's amazing to hear. And I I know
• 12:27
  - a huge undertaking to really coordinate all of
• 12:30
  - that and then, get everything that needs to
• 12:33
  - be ready,
• 12:34
  - ready before that go live date. So I
• 12:37
  - can imagine. I know working, through this even
• 12:39
  - at a single hospital level or or a
• 12:42
  - health system, let alone, you know, a sprawling
• 12:45
  - organization of the health centers in Pennsylvania,
• 12:48
  - really
• 12:49
  - takes a lot of effort, to get everybody
• 12:51
  - in the same page and and figure out
• 12:53
  - how you're going to do all of this.
• 12:54
  - And so,
• 12:56
  - just kudos to you for doing that. And,
• 12:58
  - from a leadership perspective,
• 13:00
  - any advice for others who are are trying
• 13:02
  - to
• 13:03
  - undertake a a similar thing across multiple sites?
• 13:05
  - What do you need to do to to
• 13:07
  - make that, go as efficiently as possible?
• 13:10
  - No one person can do it alone.
• 13:13
  - I'd be remissed if I didn't
• 13:15
  - suggest that, and I mean that truly. Yes.
• 13:18
  - It it can seems oftentimes that it's the
• 13:20
  - CIO leading the charge, but the CIO is
• 13:22
  - only as good as the team behind them.
• 13:25
  - And when I say team, I'm not just
• 13:26
  - talking about the the department team. I'm talking
• 13:29
  - about the organizational team from CEOs to chief
• 13:32
  - operating officers to chief medical officers, chief informatics
• 13:37
  - officers. It takes the entire organization to do
• 13:40
  - something like this and change management and
• 13:43
  - understanding the vision clearly because if not, you
• 13:46
  - will fail, and you will fail
• 13:48
  - at every different level because this
• 13:51
  - is not an IT project. It is a
• 13:54
  - organizational
• 13:55
  - project no matter how big or how small.
• 13:57
  - So I think that
• 13:58
  - any advice I would say, and I've gotten
• 14:00
  - this advice from my colleagues who have done
• 14:02
  - this prior to us,
• 14:04
  - is it takes a team. And if the
• 14:06
  - vision is clear, if your guiding principles are
• 14:09
  - strong, solid, and foundational,
• 14:12
  - then refer back to them when times get
• 14:14
  - tough.
• 14:15
  - So that is one thing I would say
• 14:17
  - about that.
• 14:19
  - I love it. Thank you for, digging a
• 14:21
  - bit deeper there. Now I know we've touched
• 14:23
  - on AI, but I wanted to dig deeper
• 14:25
  - there as well.
• 14:27
  - What are some of the most important problems
• 14:28
  - that you're trying to solve with AI or
• 14:30
  - technology in the moment?
• 14:32
  - Could you explain a little bit more about
• 14:34
  - that? Because I know it's so important to
• 14:35
  - have that,
• 14:37
  - challenge in mind before going to find the
• 14:39
  - solution for it.
• 14:41
  - I think that is a very
• 14:43
  - intentional question that I'm gonna answer in an
• 14:46
  - intentional way. And
• 14:48
  - when I'm looking at artificial intelligence,
• 14:51
  - I'm not just looking at it from the
• 14:52
  - sexy term of it. I'm looking at it
• 14:54
  - from the use case perspective. And I talked
• 14:56
  - about it in my first answer to the
• 14:59
  - first question of four different use cases,
• 15:02
  - which is ambient AI, which is
• 15:05
  - revenue cycle, which is
• 15:07
  - call center activation, which is intake management
• 15:11
  - and document flow.
• 15:13
  - But, really, if I could, Laura, with some
• 15:15
  - leeway, I wanna talk about AI as it
• 15:18
  - relates to interoperability.
• 15:20
  - And and what I'm suggesting there is
• 15:23
  - there's this ecosystem of health care that we
• 15:26
  - have to deal with, and we oftentimes deal
• 15:29
  - with it in our own lanes, primary care,
• 15:32
  - hospital,
• 15:33
  - subspecialty.
• 15:35
  - And we don't often talk about it as
• 15:38
  - the collective
• 15:39
  - and
• 15:40
  - that patient being the center of it all,
• 15:43
  - and we share these patients.
• 15:45
  - And, Laura, back in
• 15:47
  - a couple of years ago, I I introduced
• 15:50
  - this concept
• 15:51
  - brand new, and it was done at Becker's.
• 15:54
  - And a webinar was this triangle offense and
• 15:57
  - how we can play
• 15:59
  - with the triangle offense. And the triangle offense
• 16:01
  - for those that are not sports
• 16:03
  - enthusiasts like me, it was an offense that
• 16:07
  - Michael Jordan, Phil Jackson, Kobe Bryant, Shaquille O'Neal,
• 16:12
  - They ran in succession, and they were very
• 16:15
  - successful with this, and it was created by
• 16:17
  - Tex Winters.
• 16:19
  - The concept or the parallelism that I'm trying
• 16:21
  - to make here is that in that offense,
• 16:25
  - it didn't matter where every player was on
• 16:27
  - the floor.
• 16:28
  - What predicted their movement, however, was where the
• 16:32
  - basketball was.
• 16:33
  - And the basketball in my health care context
• 16:35
  - is the patient.
• 16:37
  - The patient is the most important thing that
• 16:39
  - all of us are trying to make a
• 16:41
  - whole person at the end of the day.
• 16:43
  - But they're transitioning from these different perspectives,
• 16:46
  - primary care, subspecialty,
• 16:48
  - hospital. That's the triangle I see.
• 16:51
  - And
• 16:52
  - AI and policy
• 16:54
  - is going to allow us to
• 16:58
  - be interoperable
• 16:59
  - with all of these things with that patient
• 17:01
  - in the center.
• 17:03
  - And I'm I'm suggesting that because I think
• 17:06
  - AI, when you get specifically out of the
• 17:09
  - use cases for your industry in terms of
• 17:12
  - health care,
• 17:14
  - really what I would like to see is
• 17:16
  - AI
• 17:18
  - remove the administrative
• 17:19
  - burden,
• 17:20
  - remove some of these discrete data elements,
• 17:24
  - and transition the data where it needs to
• 17:26
  - be so that it can be at the
• 17:28
  - point of care for that practitioner
• 17:31
  - making that particular diagnosis
• 17:33
  - so that it's not erroneous,
• 17:35
  - it's not wrong, and it saves us all
• 17:38
  - money.
• 17:39
  - And I think in in my vision
• 17:43
  - of health care, I think it's more interoperability,
• 17:46
  - more collaboration,
• 17:48
  - and
• 17:50
  - more intentionality
• 17:52
  - or understanding really what's happening with health care
• 17:55
  - in this country and health care in in
• 17:58
  - our individual organizations.
• 18:01
  - That might have been a lot, Laura. You
• 18:02
  - let me know.
• 18:03
  - Oh, that was perfect. And, you know, I
• 18:05
  - I'm all about
• 18:06
  - the NBA references in there too. I think,
• 18:09
  - what a a great way to look at
• 18:11
  - and think about health care with that patient
• 18:12
  - at the center with the ability to have
• 18:15
  - everyone working together in in that flow of,
• 18:19
  - accomplishing the goal of what they need to
• 18:21
  - do. So, I think that makes a lot
• 18:22
  - of sense and and really being connected with
• 18:24
  - the technology and interoperability as you were mentioning,
• 18:28
  - puts health care organizations in a position to
• 18:30
  - actually do this in a a beautiful way
• 18:32
  - versus,
• 18:33
  - just thinking about it or or trying to
• 18:35
  - make it happen. So I really appreciate that.
• 18:38
  - Before we wrap up here, I wanted to
• 18:40
  - take just another couple of minutes to talk
• 18:42
  - about the future. What are you most curious
• 18:44
  - about, and and what else do you see
• 18:45
  - when you're looking into your crystal ball?
• 18:48
  - When I look into the crystal ball
• 18:51
  - and I try to predict
• 18:53
  - maybe what could be happening or what could
• 18:56
  - be going on
• 18:58
  - specifically in health care,
• 19:00
  - I think what we
• 19:02
  - ultimately are doing, and this is gonna come
• 19:04
  - like a funny, is we're getting rid of
• 19:07
  - the fax machines.
• 19:10
  - And
• 19:11
  - we are rapidly
• 19:13
  - adopting
• 19:15
  - a mindset that
• 19:19
  - we are bigger
• 19:20
  - as a collective.
• 19:22
  - Together, we achieve. Apart from that, we selfishly
• 19:25
  - proceed. That's my my that's my my saying
• 19:28
  - to myself.
• 19:29
  - Together, we achieve apart from that. We selfishly
• 19:32
  - proceed. So I'm curious
• 19:35
  - to see with all of these things we're
• 19:37
  - doing from Mayo Clinic, Cleveland Clinic, all the
• 19:39
  - way down to a little old primary care
• 19:43
  - organization called Delaware Valley Community Health. I'm really
• 19:46
  - curious
• 19:47
  - how we are going to
• 19:49
  - impact health care at a large scale from
• 19:51
  - preventative medicine all the way to the advanced
• 19:55
  - diagnostics
• 19:56
  - and using
• 19:57
  - these brilliant CIOs and their mind and all
• 20:01
  - of these organizational
• 20:02
  - strategies to collectively
• 20:05
  - deliver on what health care should be, bringing
• 20:08
  - whole person care to everyone that wants it.
• 20:11
  - I love that. Isaiah, thank you so much
• 20:13
  - for joining us on the podcast today. This
• 20:15
  - has been such a fun conversation and really
• 20:17
  - inspiring to think about what technology and health
• 20:20
  - care is gonna look like in the coming
• 20:22
  - years. So thank you so much for your
• 20:23
  - time, and I look forward to connecting with
• 20:24
  - you again soon.
• 20:26
  - Look forward to it. See you soon.