17:17 to do comparison studies, they use labs like ours. So we maintain this quality and run it with this infrastructure. But our making is not even more than 15%. So, no matter who the middleman is, they make a lot of money. So, 70% of the MRP price goes with them and then only 30% goes to the actual performer. Who are they playing this game with? Yeah, this is all end of the day. What is the health of the patients? Definitely, patients are unaware, so they take it from the person next to their house, if the money is not enough. But later we will know.
17:56 Actually, there is no scope to know. I am learning a lot of new things while you are talking. While you were talking, I remembered that morning, I was going through Reddit. I took the name of one of the biggest diagnostic centers in Hyderabad. The chain that I was talking about, There is a big threat. I get fake reports, I try to fight back, or I don't know what to do. Can you please advise? You get these questions in the Kurala Lodh Reddit. There are question marks there. There are advices below. But if I ask you, because you know the industry, you know the loopholes, In case you advise me, I myself understood in the reports that something is fishy. What should I do now? If you do all the labs like this, definitely not all the labs will do the same. For example, a customer came to us for a test almost one year back.
18:48 So, he is a healthy person, but he is conscious. Now, after COVID, he has got awareness. He has started taking tests at least once in 6 months or once in a year. So, he took the test and came back healthy. But he got abnormal value. He said, I don't believe it. I don't believe it. I am fine. I took the test 3 months back. So, basically what happened is, we gave one abnormal in 100 test parameters. Before that, when we did 100 test parameters in different labs, 99 out of 100 came out good and one abnormal was found. What did the labs do? They didn't consider that as abnormal either. They could have converted it to normal and reported it.
19:36 So, we don't believe in the abnormality of it. But what do we do then? I think we challenged that customer. Okay. So, it's okay. If you want, we will rerun it. The specimen you took in the morning is in the refrigerator. We will keep it. We maintain it for so many days. Every sample? Every sample. That is NABL guidelines. But how many samples are there daily? How many are there? We have cool rooms. So, we store them. So, we did this. Since the customer has the specimen, we asked them to take it and register it in a lab that they liked. A lab that has been around for 10 or 15 years. We told them that we would pay for the lab. We took it.
20:22 We took him along with his test tube and gave the sample there. We paid for the registration and gave it. We asked how long it would take. They said it would take 5 days. So we came back. So at that time, we met the customer and got the report. The customer got the report at a normal value. So that is a lab that has been around for 40 years. Very reputed lab, big lab. Definitely, a normal lab came here, you came 4 years ago, that lab has been here for 40 years. They say it's our lab. Definitely, they claim me then. Because I don't have that much footprint, years of history. Definitely, they blame the new guy. So, immediately, what we did, we went to verify from the lab. What we said was, give reading on the machine.
21:17 Ok, give me the actual reading. I took a picture and asked for the specimen related to it. He said no, no, sorry sir and gave me the report. For 15 years? 40 years. Definitely doctors can sense it, Omsi. So, they correlate. They will understand. They will correlate the symptoms and the reports we give and tell you. I'll give you an example. I've been traveling here and there for the last 4 years. I've been experiencing different food changes and sleep changes. I should be available for 2 time zones. So, I got a gout. What is gout? It's when we have
22:03 Uric acid forms like stones, it gets tensed. So, the opposite pain comes. In the legs, in the middle of the fingers, in the middle of the buttocks. Is it because of lack of sleep? Food, irrelevant time, food and then a lot of water intake is lacking. Because of that, the uric acid crystals form more in the joints, in the buttock joints. I went with one doctor in Apollo, I took an appointment. Here? Here, in Apollo. So, while I was sitting there, the doctor took my symptoms and checked me. And then, he asked me if I had taken all these tests or if I should take the tests and come back. I said I had taken some of the recommended tests and gave my folder, the Yoda Diagnostics Test Reports folder.
22:52 Oh, okay. You already did it? So, in Yodha, they do some good decent job. You didn't know then? I didn't know the owner. Just a regular customer. I went as a patient. So, that tells us. So, within four years, from a very reputed hospital, He is a very busy doctor, Rheumatology department. So, those two words, I invested 200 crores, gave meaning to it. So, they sense it. The symptoms and the reports we give, they correlate.
23:29 So, if they are not able to confirm a few tests that were recommended, they will order additional co-related parameters. So, they have to understand the root cause somewhere. If they do not understand, they definitely go for genetics, advanced testing. But if the patient knows something, I understood that he got 3-4 reports from a diagnostic center. I got fake reports from a diagnostic center. How can he challenge it or what should he do? Can he file a case or sue? Definitely DMHO can complain to the district health department. And then NABL can also complain. So, NABL officers definitely take up and then there are serious implications.
24:18 So, now we have to run NABL audits every two years. Okay. So, what do they do? Do they do machine audits? No, no. Completely. In those two years, we follow the protocols, we do all the test parameters in-house, we maintain the documentation properly. We look at the data for one or two years, They verify and go to the lab and check if the protocols are being followed or not. They talk to the technicians working inside the lab. They make conversations and all. Any incidental complaints like this, if anything comes to our lab, they collect the history and come. So a group of people come from NABL body. In case the patient finds out something, they can report it to them. DMH or NABL. Coming to this DNA genes,