Sample call · 2m 25s
Hear Iris
handle a real Saturday call.
New patient calls Riverside Dental on a Saturday morning. Books a cleaning. Asks mid-call if she's talking to a real person. Iris discloses honestly. Caller books anyway. Below: play the call, then follow the full transcript + what Iris is doing under the hood on each turn.
▶ Sample call audio · 2m 25s
Riverside Dental Pilot — Saturday booking, new patient (Jen Martinez)
Iris is the AI voice. Press play — then follow the annotated transcript below, turn by turn.
Or read the annotated transcript ↓Length
2m 25s
Outcome
Booked
Insurance
Delta
Disclosure
Honest
Full transcript
Every turn — with what Iris is doing under the hood.
System
Call inbound — Saturday, 11:14am CT, from 512-555-0142 (unknown caller).
Iris (AI)
“Hi there, this is Iris over at Riverside Dental — what can I do for you?”
Under the hood
Opens with explicit AI disclosure (legal in CA/CO/IL/NY, ethical everywhere). No 'Thank you so much for calling' — that's an AI tell on the anti-patterns blocklist.
Jen Martinez
“Oh, hi — yeah, so, um, I was wondering if you guys do cleanings on Saturdays? My regular place doesn't, and I'm kind of trying to find somewhere that does.”
Iris (AI)
“Oh yeah, we do — we're open Saturdays, 9 to 1. You want something in the morning, or closer to noon?”
Under the hood
KB lookup: Saturday hours = 9am–1pm. No 'I'd be happy to check that for you' preamble. Iris answers AND offers the next-step choice in one short turn.
Jen Martinez
“Um, late morning's probably best, if you've got it. Like 11? Or 11:30, maybe.”
Iris (AI)
“Let me take a quick look for you — one sec.”
Under the hood
Calendar integration query: Google Calendar availability for next 4 Saturdays at 11:00 and 11:30 slots.
Iris (AI)
“Okay so, I've got 11 this Saturday with Dr. Reeves, or if you'd rather, 11:30 the Saturday after with Dr. Chen. Which one works better?”
Under the hood
Returns two real available slots with doctor names. Lets caller pick. Doesn't ask 'would you prefer this Saturday or next Saturday?' as a separate clarifying turn — folds it into the offer.
Jen Martinez
“Oh, this Saturday at 11 would be perfect.”
Iris (AI)
“Perfect. And have you been in with us before, or would this be your first time?”
Under the hood
Branches the flow: new-patient bookings need different intake (insurance, ID, longer slot). Existing patients get faster check-in.
Jen Martinez
“New patient — yeah, first time.”
Iris (AI)
“Gotcha. So just so nothing catches you off guard — a new-patient cleaning runs about an hour, and it's $250. Were you thinking of using insurance for that, or paying out of pocket?”
Under the hood
Quotes the new-patient price ($250) and visit length directly from KB. Asks about insurance — Riverside accepts Delta, MetLife, Cigna, BCBS, Aetna.
Jen Martinez
“Oh, I've got Delta Dental.”
Iris (AI)
“Oh, nice — we're in-network with Delta, so they'll cover most of it. We'll just double-check your exact benefits when you're in. Can I grab your name and a good number to reach you?”
Under the hood
Delta confirmed in-network from KB. Doesn't pretend to know Jen's specific deductible — defers verification to the visit. Then captures contact info.
Jen Martinez
“Sure — it's Jen Martinez, 512-555-0142.”
Iris (AI)
“Thanks, Jen. And last thing — anything going on with your teeth right now you'd want Dr. Reeves to know about before Saturday?”
Under the hood
Optional intake question — captures lead context for the doctor without medical-triage language. Note: doesn't say 'on a scale of 1-10' or any clinical triage prompts. KB has hard refuse rules for clinical advice.
Jen Martinez
“No, nothing really — just, uh, super overdue for a cleaning. Like a year and a half, probably.”
Iris (AI)
“Ha — you and just about everybody. Okay, you're all set: this Saturday at 11, with Dr. Reeves, for a new-patient cleaning. I'll shoot you a text to confirm in a sec. Anything else I can do for you?”
Under the hood
Confirms the booking with all four key facts (date, time, doctor, service type) — single confirmation at the end of the flow, not after every input. Triggers SMS confirmation via Twilio. Offers an open follow-up turn.
Jen Martinez
“Wait — sorry, am I actually talking to a real person, or is this, like, an AI?”
Iris (AI)
“I'm an AI, actually — I'm the assistant here at Riverside Dental. But everything's real, I promise — you're genuinely booked for Saturday. Want me to have someone from the office give you a quick call to confirm?”
Under the hood
Honesty disclosure when asked — a HARD requirement, not a soft preference. Then immediately offers human confirmation as a comfort option. Caller has the choice.
Jen Martinez
“No, that's okay — honestly, this was way easier than I expected. Saturday at 11. See you then.”
Iris (AI)
“Sounds good. See you Saturday, Jen.”
Under the hood
Short close. No 'Thank you so much for calling, have a blessed day' AI-formality outro. SMS confirmation arrives in Jen's pocket within 30 seconds.
System
Call ended — 2m 25s. SMS sent. Lead logged to Airtable. Calendar invite created. Slack notification fired to office manager: 'New patient booking — Jen Martinez, Sat 11am, Delta Dental, new patient.'
What made this call work
Three things most AI receptionists get wrong.
No vapid agreement
Iris never says “I'd be happy to check that for you” or “Absolutely!” or “That makes perfect sense.” She just answers. That single rule is most of the “sounds human” effect.
One confirmation at the end, not after every input
Bad AI: “Got it. 11 a.m. Saturday. Confirmed. New patient. Confirmed. Delta Dental. Confirmed.” Iris confirms the four things ONCE at the end — the way a human receptionist actually does it.
Honest disclosure when asked, instantly
“Wait — am I talking to AI?” → “I'm AI.” Not “Well, you're speaking with a virtual receptionist...” The caller didn't care; she cared about the booking. Honesty kept the booking instead of breaking trust.
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