Back to home
Scenarios
How Wilma handles real calls.
Not scripts, outcomes. Here's how Wilma takes the calls your front desk gets every day, from a cracked tooth at 9 PM to a Spanish-speaking new patient, and books them end to end.
- I cracked a tooth and it really hurts with anything cold. Can I be seen today?P
- WI'm sorry, that sounds painful. Let's get you in. Are you able to bite down without sharp pain?
- Yeah, it's mostly the cold.P
- WOkay. Dr. Pham has a 2:40 emergency slot today. I'll hold it and flag it as a cracked tooth so the team is ready.
- That's perfect, thank you.P
- WBooked. I've texted you the address and a confirmation. If the pain worsens before then, the after-hours line is in that text.
Emergency slot held · 2:40 todayFlagged 'cracked tooth' in the chartConfirmation + after-hours line texted
- Hi, I just moved here and I'm looking for a dentist. Do you take Delta Dental PPO?P
- WWelcome to the area. Yes, we're in-network with Delta Dental PPO. Were you thinking a cleaning and exam to start?
- Yes, exactly. Mornings are best for me.P
- WI have Thursday at 9:00 with Dr. Pham, or Friday at 8:30. Which works better?
- Friday at 8:30.P
- WYou're booked. I'll text the new-patient forms now. They take about five minutes, so check-in is quick.
New patient booked · Fri 8:30Eligibility confirmed · Delta PPOIntake forms texted
- I know you're closed, I just wanted to leave a message about scheduling a cleaning.P
- WHappy to help right now, actually. I can book it for you. Are you an existing patient with us?
- Yes, I was in about six months ago.P
- WFound you. You're due for a recall cleaning. I have Monday at 11:00 or Wednesday at 3:30.
- Wednesday at 3:30 works.P
- WDone: booked for Wednesday at 3:30. You'll get a reminder the day before. Have a good night.
Booked after hours · Wed 3:30Matched to existing chartReminder scheduled
- Something came up. I need to move my cleaning on Tuesday.P
- WNo problem. I see Tuesday at 10:00 with Mei. Would the same time next Wednesday work?
- Yes, that's great.P
- WMoved to Wednesday at 10:00 with Mei, and I've reopened your Tuesday slot. Confirmation is on the way.
Rescheduled · Wed 10:00Tuesday slot reopenedSMS confirmation sent
- Hola, ¿puedo hacer una cita para una limpieza? Prefiero hablar en español.P
- W¡Claro que sí! Con gusto le ayudo. ¿Es usted paciente nuevo o ya nos ha visitado?
- Soy nueva. ¿Aceptan mi seguro? Tengo Cigna.P
- WSí, aceptamos Cigna y estamos dentro de la red. Tengo el jueves a las 9:00 o el viernes a las 8:30.
- El viernes a las 8:30, por favor.P
- WPerfecto, ya quedó agendada. Le enviaré los formularios por mensaje de texto ahora mismo.
Booked in Spanish · Fri 8:30Cigna eligibility confirmedFormularios enviados por SMS
- Will my insurance cover a crown? I have Cigna.P
- WLet me check your benefits, one moment. Yes, crowns are covered at 50% after a $50 deductible.
- So what would I actually owe?P
- WOn a porcelain crown, your estimated out-of-pocket is about $612. I can text you the full written estimate now.
- Yes please, that helps a lot.P
- WSent. Whenever you're ready to schedule, just reply to that text and I'll get you in.
Benefits verified · CignaEstimate quoted · ~$612Written estimate texted
Hear it for yourself
These are transcripts, but Wilma is a voice. Talk to her live on the homepage and ask anything a patient would ask.