We know members want answers quickly and at times that are convenient for them. We relaunched our chatbot, Sparkle, to provide an easy way to get help with common questions 24/7, whether you're looking for benefit information, finding a dentist or understanding your coverage—all while keeping your information secure and ensuring human help is available when you need it.
Sparkle FAQs
The chatbot can answer general or more specific questions about dental benefits, coverage, finding a dentist, ID cards, account access and other member resources. This includes questions about coinsurance, waiting periods, office visit fees, prior authorizations, routine procedures, orthodontic age limits, exclusions and more. It can also help guide you to information on our website and direct you to customer support when needed.
If you ask for member-specific dental insurance details for yourself, a spouse or dependent, including benefits, eligibility, coverage or ID cards, you will be prompted to supply your first name, last name, date of birth and subscriber member ID number or the last four digits of your Social Security number in order to validate identity.
For quick answers and self-service support, simply type your question in the chat window. If your question requires account-specific assistance or a more complex review, customer service can help. Visit our "Contact Us" page and navigate to your plan dropdown to find the correct contact information.
No, the chatbot is an automated virtual assistant designed to provide information and guidance. If you need additional assistance, you can contact customer service or connect with a live representative during business hours.
Protecting your information is of the utmost importance to us. If you're prompted to share your first name, last name, date of birth and subscriber member ID or last four digitals of your Social Security number, this information is only used by authorized systems and personnel as needed to validate your identity and service your request for member-specific information.
To access member-specific information, we also use multifactor authentication, requiring the user to enter a one-time password using a selected contact method before accessing protected health information.
The chatbot provides information based on available resources, but it cannot guarantee coverage decisions, make changes to your account, submit claims or schedule dental appointments. If it cannot answer your question, it will direct you to the appropriate support resources.