It's a weekday evening and the patient on the line is asking whether they "can just do a video call instead of coming in" — they have a question, they are short on time, and a virtual visit would be perfect. Your office is closed, the phone is on voicemail, and a patient who was ready to book a real-time teledentistry slot gives up before anyone hears the request. Virtual visit interest tends to come in after hours and around busy stretches, exactly when a front desk cannot pick up — so these calls are some of the easiest to miss.
DentalReception AI answers every one of those calls in under two rings and books the visit live, 24/7 — writing the appointment 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, quote prices, or determine coverage.
What a D9995 call usually sounds like
D9995 is commonly published as the CDT code for teledentistry — synchronous, a real-time encounter. We state it only at that conservative level and make no clinical claims; confirm the official CDT definition and any payer rules with your clinical and billing teams.
On the phone, patients never mention a code. They ask for a "video visit," a "virtual appointment," or whether they "can talk to the dentist online." The AI receptionist recognizes that as a teledentistry request and treats it as a booking and intake task — capturing the request and routing it into your virtual visit workflow, not interpreting whether a virtual visit is clinically appropriate.
What the AI can safely capture and schedule
For a synchronous virtual visit, the agent handles the routine front-desk work without a human:
- Matches the patient to their record so the visit lands on the correct chart.
- Books an appropriate real-time virtual slot in the right provider column, live during the call. See appointment scheduling.
- Captures the patient's stated reason for wanting a virtual visit in their own words.
- Collects or refreshes insurance details so intake is clean ahead of time — see insurance verification.
- Writes a clear summary to the record so the front desk sees exactly what was booked. See teledentistry.
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 a problem can be handled virtually, what the patient should do in the meantime, or any symptom assessment.
- Coverage and cost specifics — whether a teledentistry visit is covered or what it costs. The agent collects details and relays the question rather than quoting an answer.
- Code or billing requests — patients asking what will be billed are routed to staff.
- Urgent or in-person needs — anything that sounds like it requires immediate or hands-on care is routed for a person to assess.
Anything outside a clean booking becomes a task or transfer for the front desk.
Context passed into your PMS
Because the booking writes back in real time, your team opens each visit ready to go:
| Captured on the call | Written to the PMS |
|---|---|
| Patient identity / record match | Linked to existing chart |
| Virtual visit request (patient's words) | Real-time slot booked, noted |
| Insurance details (if new or changed) | Attached to record for verification |
| Clinical or coverage questions | Task flagged for your team |
| Full call summary | Notes on the appointment |
Works alongside your existing virtual care and follow-up workflows — see treatment follow-up and the confirmed integrations.
Frequently asked questions
Does the AI assign the D9995 code to the appointment?
No. The agent captures the patient's virtual visit request and books the slot; it does not assign, confirm, or bill any CDT code. Code selection stays with your clinical and billing staff at the point of care. The reference to D9995 here is informational only — confirm the official CDT definition independently. The AI recognizes the teledentistry request, books a real-time slot in the right column, and writes a clear summary so your team knows what the patient asked for before the encounter.
Can the AI decide whether a patient's issue is appropriate for a virtual visit?
No. The agent does not assess whether a concern can be handled by teledentistry — that is a clinical judgment for your team. It captures the patient's stated reason and books the requested virtual slot, then routes any clinical question to your staff with full context. If something sounds urgent or clearly in-person, it routes that for a person to decide. The AI never determines clinical appropriateness; it makes sure the request reaches the right people with clean detail.
Can it tell the patient whether a teledentistry visit is covered?
It collects and relays, it does not quote. The agent captures the patient's carrier and member details and can answer the general coverage questions you configure. Anything specific — whether a virtual visit is covered or what it costs — is routed to your team rather than guessed, keeping coverage 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 for your team.