Grace is Dentify’s AI receptionist for dental practices. Here are three demo calls with her. The caller is a tester on a test schedule, so no real patients are on these calls. Phone numbers and birthdays are left out of the transcripts.
After hours: a filling came out
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Grace: Thanks for calling [office]. This is Grace. How can I help you?
Caller: Hello, Grace. I know you guys are probably closed right now, but I had a filling that came out, and I was wondering if you guys could get me in for tomorrow.
Grace: Ah, sorry you’re dealing with that. We’ll get you in quick. All right, so for tomorrow, do you have a preference for morning or afternoon?
Caller: What times do you guys have available for tomorrow?
Grace: One sec. Let me take a look here. Okay, so for tomorrow, I’ve got a 9:15 or 10 in the morning. Does any of those work for you?
Caller: 9:15 in the morning is good.
Grace: Okay, sounds good. And what’s your date of birth?
Caller: [date of birth]
Grace: [date of birth]. And a callback number for you?
Caller: [phone number]
Grace: Okay, so that’s [phone number]. Did I get that right?
Caller: That’s perfect.
Grace: Okay, and do you have dental insurance, or will you be paying out of pocket?
Caller: For this one, I will be using my dental insurance. I believe I have Aetna PPO.
Grace: Okay, got that noted. What’s your first name?
Caller: My full name is Reid Maxwell.
Grace: Okay, Reid, so I’ve got you down for tomorrow, July 24th, at 9:15 in the morning. Did I get that right?
Caller: That’s perfect. Thank you so much.
New patient books a cleaning
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Grace: Thank you for calling [office]. How may I help you today?
Caller: Yeah, hello. I’m looking to get a cleaning done. I haven’t been to the dentist in a long while because I just moved into the city, so I was wondering if you guys could get me booked in.
Grace: Absolutely. Welcome to [office]. We’d be happy to help you get set up for a cleaning. Can I get your name, please?
Caller: Yeah, it’s Jake Holden.
Grace: Good news, Jake. For Tuesday, June 16th, I’ve got both 8:30 in the morning and 9:15 in the morning open. Would you like me to put in a request for one of those times?
Caller: Yeah, can we do 8:30?
Grace: Perfect. Just to be safe, could you read out the best phone number for us to reach you at?
Caller: Yeah. [phone number]
Grace: Thanks, Jake. Just to make sure I got that right, [phone number]. Did I get that correct?
Caller: [last four digits]. That’s the last four digits.
Grace: Got it. Thanks for clarifying. So just to confirm, [phone number]. Did I get that right?
Caller: That’s correct. That’s perfect.
Grace: Awesome. Thanks. And just to check, do you have dental insurance you’d like us to use, or will you be paying out of pocket?
Caller: I’m going to be using my dental insurance. I have Aetna PPO. You guys take that, correct?
Grace: Thanks for letting me know, Jake. We do accept most Aetna PPO dental plans, but coverage can depend on your specific plan details. The front desk will confirm your benefits when they follow up. Just to double check, your insurance is Aetna PPO, right?
Caller: Yes, yeah.
Grace: Okay, quick recap. Jake, this is for a cleaning. You’re a new patient, and I’ve got you down for Tuesday, June 16th at 8:30 in the morning. Did I get that right?
Caller: Perfect.
Insurance question: Cigna PPO
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Grace: Thank you for calling [office]. How may I help you today?
Caller: Yeah, hello. I’m looking to get a cleaning and possibly a whitening as well, but so I don’t waste anybody’s time, I want to make sure. Do you guys take Cigna PPO?
Grace: That’s a great question. And honestly, a lot of people want to double check their insurance before booking, so no worries at all. We do accept most major plans, including Cigna PPO, but coverage can depend on your specific plan details. The front desk will confirm your exact benefits before your visit. Would you like me to get you scheduled for a cleaning and whitening evaluation and have the team verify your Cigna PPO coverage as part of that?
Caller: Yes, 100%. What time do you guys have available next week on Tuesday?
Grace: Let me check what’s open for Tuesday, June 23rd next week. Would you prefer a morning or afternoon appointment?
Caller: Let’s do morning.
Grace: Got it. For Tuesday, June 23rd, we have 8:30 in the morning or 9:15 in the morning. Which works better for you?
Caller: 9:15.
Grace: Got it. 9:15 in the morning, Tuesday, June 23rd. What’s your date of birth?
Caller: [date of birth]
Grace: Thanks. And just to make sure I have the right number, can you read the best callback phone number to me?
Caller: Yeah, of course. [phone number]
Grace: I have [phone number]. Did I get that right?
Caller: Spot on.
Grace: Great. Thank you for confirming. Okay, quick recap. This is for a cleaning and whitening evaluation. You’re a new patient. I’ve got you down for Tuesday, June 23rd at 9:15 in the morning. Did I get that right?
