A new parent is calling because a lactation consultant mentioned their infant may have a tongue-tie, and they want the baby seen as soon as possible. They're stressed, unsure your office even does the procedure, and trying to ask three questions at once. The front desk is on another line, so the call drops to voicemail — and an anxious parent rarely waits, they just dial the next office. Referral calls like this are time-sensitive and emotional, exactly the ones that vanish when the phone rings out. Industry studies put 25–35% of dental calls in that unanswered bucket.
DentalReception AI answers every one of those calls in under two rings and books the consult live, 24/7 — writing it directly into your schedule in Dentrix, Open Dental, Eaglesoft, Curve Dental, or CareStack while the caller is still on the line.
Informational only — not clinical, coding, or billing advice; confirm CDT definitions and coverage independently. This page describes call handling only. The AI captures and routes; it does not diagnose, assign codes, or quote coverage.
What a D7960 call usually sounds like
D7960 is widely published as the CDT code for a frenulectomy (also frenectomy or frenotomy) — a separate procedure. We state it only at that conservative level; confirm the official CDT definition and any payer rules with your clinical and billing teams.
On the phone, the caller never references a code. They say the "baby has a tongue-tie," they were "referred for a frenectomy," or there's "a tight band under the lip or tongue." The AI receptionist treats this as a referral or consult request to capture — not a diagnosis to confirm.
What the AI can safely capture and schedule
For a referral or consult request, the agent handles the booking on its own:
- Identifies new vs. existing patient and pulls or creates the record so the visit lands on the right chart. See new patient calls.
- Books the consult or procedure slot in the correct provider column, live during the call. See appointment scheduling.
- Captures the referral source and insurance details so intake is clean before the visit.
- Writes a clear summary to the record so your team is ready. See call summaries.
This is a strong fit for an oral surgery practice that takes frenectomy referrals, where a fast, calm booking keeps an anxious caller from moving on.
What must be routed to clinical staff
The line is simple: the AI captures and schedules, it never advises. These go to your team, not the agent:
- Clinical questions — whether the child truly has a tongue-tie, whether the procedure is needed, or feeding and speech concerns.
- Coverage and cost specifics — plan coverage, pre-authorization, or out-of-pocket estimates. The agent collects details and relays the question rather than quoting an answer.
- Pre- and post-procedure questions — prep, aftercare, and recovery are routed to clinical staff.
Anything beyond a clean booking becomes a task or live transfer for your front desk.
Context passed into your PMS
Because the booking writes back in real time, your team opens each consult ready to go:
| Captured on the call | Written to the PMS |
|---|---|
| Patient identity / record match | Linked to existing or new chart |
| Frenectomy / tongue-tie intent | Consult booked in correct column |
| Referral source | Attached to the record |
| Insurance details | Attached for verification |
| Clinical or cost questions | Task flagged for your team |
Frequently asked questions
Does the AI confirm the tongue-tie or assign the D7960 code?
No. The agent captures the caller's request and books the visit; it does not confirm a diagnosis, recommend the procedure, or assign, confirm, or bill any CDT code. Those decisions belong to your clinical team after an exam. The reference to D7960 here is informational only — confirm the official CDT definition independently. The AI recognizes a referral or consult intent, books the appointment in the right column, and writes a clear summary for staff.
A worried parent has feeding questions. How does the AI respond?
It does not answer clinical or feeding questions. The agent listens, captures the concern and the caller's details, books the consult, and routes the questions to your clinical team with full context. Its job is to give an anxious parent a fast appointment and a sense that they've been heard — not advice it isn't authorized to give.
Can it tell the caller whether the procedure is covered?
It collects and relays, it does not quote. The agent captures the patient's carrier and member details and answers only the general questions you configure. Anything specific — coverage, pre-authorization, or out-of-pocket cost — is routed to your insurance team rather than guessed, keeping cost and benefits statements with the people authorized to make them.
Does the booking actually land in our schedule?
Yes. For Dentrix, Open Dental, Eaglesoft, Curve Dental, and CareStack, the appointment writes back into your live schedule in real time while the caller is on the line — no re-keying. For other systems, DentalReception AI connects via API or works alongside your existing tools. Every call still produces a summary and any needed task.