Importance

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Abstract

A method and apparatus for routing and handling a plurality of in-coming telephone calls initiated by a plurality of anonymous callers, each of the anonymous callers having previously provided a specimen for evaluation to a medical testing laboratory. A telephone call initiated by an anonymous caller is received by the call routing and handling system. The anonymous caller is prompted by the call routing and handling system to transmit a personal identification code corresponding to a specimen previously provided to the medical testing laboratory by the anonymous caller. The personal identification code transmitted by the anonymous caller is received by the call routing and handling system, and test result information associated with the specimen previously provided to the medical testing laboratory by the anonymous caller is retrieved based on the personal identification code previously received. A call handler for processing the telephone call is selected in response to the test result information. The selected call handler is chosen from a plurality of candidate call handlers. The telephone call is then routed to the selected call handler and test result information corresponding to the personal identification code previously received is provided to the anonymous caller by the selected call handler.

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First Claim