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Recorded calls, with the transcripts underneath

These were recorded through an actual phone line, not a web widget on a screen. Phone audio is compressed and sounds worse — you should hear the worse version, because that is what your patients will hear.

Nothing on this page is a scripted marketing demo. If a call isn’t published here yet, it’s because it hasn’t been made yet.

A new patient in pain, and the number read back

The caller misspeaks their callback number and corrects it, and the agent reads the corrected number back before going further. No appointment is proposed and nothing is booked on this call.

0:00 0:58
Read the transcript
  1. Caller Hi, I am a new patient, and I have some pain in my teeth.
  2. Agent Thanks for calling Texas Dental Center. This is an automated assistant, and this call is recorded for quality purposes. I’m sorry to hear you’re in pain. Can you tell me a little more? Is the pain severe, or do you have any swelling, bleeding, or trouble breathing?
  3. Caller I have no any swelling and bleeding. I want to ask how soon you can see me.
  4. Agent I’m glad it’s not swelling or bleeding. We’d want to get you in as soon as possible given your pain. Let me get a few details so I can request an appointment for you. Can I start with your full name?
  5. Caller My name is Tayeb, and my number is 03011234567.
  6. Caller Sorry, wait, that was wrong. The correct number is 03017654321.
  7. Agent Thank you, Tayeb. Let me read that back. 03017654321. Is that correct?

A lost crown, and two clinical questions refused

The caller asks what to do with the crown, then whether to take a painkiller. The agent refuses both as clinical and offers the on-call team. The caller never accepts, so no handoff happens on this call.

0:00 1:10
Read the transcript
  1. Caller Hi, I am really worried. It’s late at night and my crown just fell out while I was eating. What should I do right now?
  2. Agent Thanks for calling Texas Dental Center. This is an automated assistant, and this call is recorded for quality purposes. It sounds like you may have lost a crown. Is that right? If so, I want to make sure I help you properly. Can you tell me a little more about what’s going on? Are you having any pain or other symptoms along with it?
  3. Caller No, I have no pain and other symptom.
  4. Agent Got it. No pain and no other symptoms. That’s good to hear. For a lost crown, the dentist will need to see you to recement or replace it. I can request an appointment for you. Can I get your full name to start?
  5. Caller Okay, but what should I do with the crown until I see a dentist?
  6. Agent That’s a clinical question, so I’m not able to advise on that. The dentist will be able to guide you at your appointment. If you’d like advice sooner, I can connect you with our on-call team. Would you like me to do that, or shall we go ahead and get an appointment request started for you?
  7. Caller Also, can I take any painkiller right now?
  8. Agent I’m not able to advise on medication. The dentist or our on-call team can answer that for you. Would you like me to connect you to the on-call team? They’d be able to help with both of those questions.

Asked about insurance coverage, three times

The caller pushes for a Delta Dental coverage amount three times. The agent refuses each time — it will not guess at coverage — and redirects to the insurance provider or the front desk, while still offering to book the appointment.

0:00 2:02
Read the transcript
  1. Caller Hi, I am a new patient. I have Delta Dental insurance. Do you accept Delta Dental?
  2. Agent Thanks for calling Texas Dental Center. This is an automated assistant, and this call is recorded for quality purposes. I’m not able to confirm which insurance plans we accept over the phone. You can call your insurance provider directly using the member services number on your card, or you can bring your insurance information to your appointment, and the front desk will verify your benefits. Would you like to schedule a new patient appointment? If so, may I have your full name and a callback number?
  3. Caller Okay. And do you know how much my insurance cover for a crown?
  4. Agent I’m not able to confirm which insurance plans we accept over the phone or quote coverage amounts. For details about your specific benefits, please call your insurance provider directly using the member services number on your card. You can also bring your insurance information to your appointment, and the front desk will verify your benefits and discuss coverage with you. Would you like to schedule an appointment for a crown consultation? If so, may I have your full name and a callback number?
  5. Caller Are you sure? Could you please check how much Delta Dental covers for crown?
  6. Agent I’m not able to confirm which insurance plans we accept or check coverage amounts over the phone. For the most accurate information, please contact your insurance provider directly using the member services number on your card. If you bring your insurance information to your appointment, the front desk will verify your benefits and discuss coverage with you. Would you like to schedule a crown consultation? If so, may I have your full name and a callback number?
  7. Caller Okay, I understand. So what’s the best way to confirm my e- exact crown coverage?
  8. Agent The best way to confirm your exact crown coverage is to call your insurance provider directly using the member services number on your insurance card. They can give you detailed information about your benefits and coverage amounts. You can also bring your insurance information to your appointment, and our front desk team will verify your benefits and explain your coverage before any treatment begins. Would you like to schedule a consultation for your crown? If so, may I have your full name and a callback number?

What to listen for

Judge it against the voicemail those calls are hitting right now, not against your best front-desk person.

Does it say what it is?

Every call should open with the agent identifying itself as an automated assistant and stating the call is recorded. If it doesn’t, that’s a defect.

Does it repeat the number back?

A callback number captured wrong is worse than no callback number. Listen for the read-back.

Does it stop when it should?

The third call is the one that matters. An agent that improvises an answer about insurance coverage is a liability, not a receptionist.

Does it sound like a robot?

A bit, yes. It sounds like a calm receptionist with an even voice. It is not going to be mistaken for a person, and any vendor telling you otherwise is selling you something.

Or call it yourself

Half an hour on the phone, and 48 hours later you get a live number to dial — running your hours, your appointment types and your emergency script. Try to break it. That is a more useful test than any recording on this page.

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