A denture wearer is calling because their dentist noticed overgrown tissue keeping the denture from fitting, and they were told it needs removal before anything else can move forward. They're frustrated, with questions about whether it'll hurt and what it costs, and they just want to get on the schedule. Your front desk is tied up with a patient at the counter, so the call rings out — and the patient, tired of the back-and-forth, doesn't leave a message. That's a referral lost, and with roughly 25–35% of dental calls going unanswered, it's a pattern, not a one-off.
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 patient 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 D7970 call usually sounds like
D7970 is widely published as the CDT code for excision of hyperplastic tissue, per arch. 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 patient never references a code. They say they have "extra gum tissue that needs trimming," their "denture won't fit because of overgrown tissue," or they were "referred to have tissue removed." The AI receptionist treats this as a referral or consult request to capture — not a clinical case to interpret.
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 natural fit for an oral surgery practice, where these procedures often gate a larger prosthetic plan and a missed call delays the whole case.
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 — what the tissue is, whether removal is necessary, healing, or how it affects the denture plan.
- 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. After the procedure, post-op pain calls follow the same capture-and-route rules.
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 |
| Tissue-excision / referral intent | Consult booked in correct column |
| Referral source and insurance details | Attached for verification |
| Clinical or cost questions | Task flagged for your team |
Frequently asked questions
Does the AI assign the D7970 code or confirm the procedure is needed?
No. The agent captures the patient's referral request and books the visit; it does not assign, confirm, or bill any CDT code, and it never confirms whether the procedure is necessary. That decision belongs to your clinical team. The reference to D7970 here is informational only — confirm the official CDT definition independently. The AI recognizes a referral intent, books the appointment in the right column, and writes a clear summary for staff.
How does the AI handle a frustrated patient who's been bounced between offices?
It keeps the interaction fast and calm. The agent answers immediately — no voicemail — pulls or creates the record, captures the referral details, and books the consult. Any clinical or cost question is captured and routed to your team rather than brushed off. The result is a patient who finally gets on the schedule and a front desk that opens the appointment with full context.
Can it tell the patient whether the excision 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 patient is on the call — 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.