It's after closing and the patient on the line wants to "send a photo of a tooth for the dentist to look at" without coming in right away. They are practical, a little anxious, and ready to follow whatever process you have for that. But the office is dark, the call goes to voicemail, and a patient who would have happily started an asynchronous visit hangs up unsure of what to do next. Store-and-forward requests often arrive outside business hours, exactly when no one is at the desk to explain the next step — so these calls quietly slip through.
DentalReception AI answers every one of those calls in under two rings and books or routes the request live, 24/7 — writing 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 D9996 call usually sounds like
D9996 is commonly published as the CDT code for teledentistry — asynchronous, store and forward. 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 to "send a picture," to "have the dentist review something without an appointment," or whether they "can do this online instead of coming in." The AI receptionist recognizes that as a store-and-forward request and treats it as a capture-and-route task — recording the request and handing it to your virtual care workflow, not interpreting clinical content.
What the AI can safely capture and route
For an asynchronous virtual request, the agent handles the routine front-desk work without a human:
- Matches the patient to their record so the request lands on the correct chart.
- Captures the patient's stated reason for wanting an asynchronous review in their own words.
- Books a related slot or creates a task so your team can pick up the store-and-forward review. See appointment scheduling.
- 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 the patient asked for. See teledentistry.
What must be routed to clinical staff
The line is simple: the AI captures and routes, it never advises. These go to your team, not the agent:
- Clinical questions — what a photo might show, whether something is serious, or what the patient should do in the meantime.
- Coverage and cost specifics — whether an asynchronous 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 needs prompt or hands-on care is routed for a person to assess.
Anything outside a clean capture becomes a task or transfer for the front desk.
Context passed into your PMS
Because the agent writes back in real time, your team opens each request ready to go:
| Captured on the call | Written to the PMS |
|---|---|
| Patient identity / record match | Linked to existing chart |
| Store-and-forward request (patient's words) | Task or slot created, 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 record |
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 D9996 code to the request?
No. The agent captures the patient's store-and-forward request and routes it; 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 D9996 here is informational only — confirm the official CDT definition independently. The AI recognizes the asynchronous request, creates the right task or slot, and writes a clear summary so your team knows what the patient asked for before they review anything.
Can the AI review a photo or assess what the patient sends?
No. The agent does not view, interpret, or assess any clinical image or content — that is entirely for your clinical team. It captures the patient's request, records what they want reviewed in their own words, and routes it into your store-and-forward workflow with full context. The AI never offers an opinion on what an image might show; it simply makes sure the request reaches the right people cleanly and promptly.
Can it tell the patient whether an asynchronous 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 store-and-forward 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 request actually land in our system?
Yes. For Dentrix, Open Dental, Eaglesoft, Curve Dental, and CareStack, the task or 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.