Orvera AI named a Core Performer in the CMP Research Prism 2026 for Voicebot and Conversational IVR
Orvera AI

Every custodian, client and claimant call, worked to a finish.

For record retrieval and litigation support operations, plaintiff firms running an intake desk, and mass tort campaigns holding an inventory. Orvera builds, deploys and runs the AI agents across voice, chat and every digital channel, plus the assist and audit layer behind your own people.

SOC 2 Type II, HIPAA Compliant, GDPR
See the retrieval workflows
Why coverage decides it

How does Orvera measure quality across record retrieval and intake conversations?

Orvera AI scores every conversation against the firm's own scorecard, human-handled and AI-handled alike, and returns exceptions with the transcript attached. A quality program on a sample estimates an exposure rate rather than clearing a conversation. A solicitation breach, an advice-boundary breach, a consent defect and a recording made without the required disclosure are each a per-conversation event with per-conversation exposure.

A quality program on a sample

A sample of conversations reviewed
  • Cannot tell an ethics partner the conversations it missed were clean
  • Estimates your exposure rate
  • Supervision that cannot be evidenced is supervision you cannot claim
  • The breach you have to answer for is rarely the call it caught

Orvera

100% of conversations audited
  • Scored against the firm's own scorecard, every conversation
  • Human-handled and AI-handled conversations alike
  • Exceptions returned with the transcript attached
  • SOC 2 Type II certified, HIPAA compliant, GDPR compliant
For record retrieval and litigation support

Which medical and legal record retrieval use cases does Orvera handle?

Orvera AI runs the four custodian outreach use cases in medical and legal record retrieval, across new, active and aged requests: facility research, custodian first contact, follow-up and expediting, and aged request recovery. The cadence runs against every open request rather than against a coordinator's capacity, every result is written back to the retrieval platform, and judgment calls are routed to your specialists with the request history and a recommended next action.

  1. Facility research, new custodianProfile written
    Custodian located
    HIM or ROI
    Accepted form
    Confirmed
    Submission routeFax, portal or mail
    Fee and prepaymentRecorded
    Written to retrieval platformDone
    The request goes out right the first time
    01

    Facility research

    A new request opens against a provider your team has never worked. Before anything is sent, Orvera identifies the correct facility, legal entity and custodian of records, whether the HIM department or a release of information (ROI) vendor holds the records, the authorization form it accepts, the submission route it takes, the copy fee it charges and the turnaround it actually runs to. The profile is written on the call, not reconstructed from notes later.

    • Moves first-submission acceptance rate
    • Stops requests going to the wrong custodian or the wrong route
    • Builds the custodian profile the whole team works from: form, route, fee, turnaround, escalation contact
    • Moves requests per coordinator per day
  2. Custodian first contact, open requestReceipt confirmed
    Request received
    Confirmed
    Custodian reference
    Captured
    Request type and scopeConfirmed
    Expected completion dateRecorded
    Next follow-upScheduled
    Every request is confirmed, not assumed
    02

    Custodian first contact

    A request goes out and the team assumes it landed. Orvera calls the custodian to confirm the subpoena or authorization was received, located and entered into their workflow, validates the patient and request identifiers, captures the custodian's reference number and expected completion date, and surfaces any deficiency on day one rather than at the first status check. On a new custodian, the requirements interview runs on the same call.

    • Confirms receipt on every request, not only the ones a coordinator has time for
    • Deficiencies surface on day one, before turnaround days are lost
    • Reference number, expected date and next follow-up written back to the retrieval platform
    • Moves turnaround days from request to delivered
  3. Follow-up, open requestProduction date confirmed
    Follow-up cadence
    D7 D14 D21 D28
    Expected production date
    Recorded
    Actual status and delay reasonEstablished
    ExpediteDeadline-driven
    Written to retrieval platformDone
    The cadence runs against every open request
    03

    Follow-up and expediting

    A request passes 7, 14, 21 and 28 days with no response. Orvera runs the follow-up cadence against every open request, navigates the IVR and absorbs the hold time, establishes actual status and the reason for delay, clarifies scope and date range where the custodian asks, obtains invoice or prepayment details, records the expected production date, and escalates or expedites where a court date or claim deadline applies. Rejected authorizations are recovered inside the same cycle: the deficiency is captured in the custodian's own words and the corrected authorization is confirmed as received.

    • Moves turnaround days from request to delivered
    • The cadence runs against every open request, not against a coordinator's capacity
    • Gives you follow-up cycles per request, a metric most operations do not have
    • Rejection recovery runs inside the cycle, and the custodian profile is updated to reduce repeat deficiencies
  4. Aged request, past expected dateBack in motion
    Blocker identified

    Unpaid invoice, deficient authorization, records at an ROI vendor, custodian backlog.

    Named and written back, so the coordinator acts on it instead of calling again.

    Request agePast expected date
    Corrected documentationResubmitted
    Fee or scope disputeYour specialist
    Aged inventory moves, not only new requests
    04

    Aged request recovery

    Every operation carries requests that are aging, suspended, rejected or approaching a client SLA that nobody wants to call twice. Orvera re-engages the custodian, re-confirms the request is on file, identifies the current blocker (a deficient authorization, an unpaid invoice, records held at an ROI vendor, a custodian backlog), resubmits corrected documentation, routes fee and scope disputes to your specialist, and pursues the records, the business-record certification or the certificate of no records until the request closes.

    • Works the aged inventory alongside new requests
    • The blocker is named and written back, so the coordinator acts on it instead of calling again
    • Moves on-time delivery against client SLAs across the whole inventory
    • Fewer requests cancelled after suspension
Custodian intelligence

What does Orvera learn from every custodian interaction?

Every interaction updates one structured custodian profile the whole team works from. A coordinator remembers the custodians they have personally worked. The record holds every custodian, and it is built while the work is done, not reconstructed from notes later.

  1. Facility research

    Accepted request forms

    What the profile holds

    The facility's own ROI form

    What knowing it prevents

    A rejection for the wrong form, which sends the request back unworked and restarts the cycle at the coordinator's desk.

  2. Facility research

    Submission channel

    What the profile holds

    Portal upload, fax not worked

    What knowing it prevents

    A request sent down a route this custodian does not read, where it ages quietly and no status check explains why.

  3. Last invoice

    Fee and prepayment

    What the profile holds

    Prepayment before release

    What knowing it prevents

    A finished production held on an invoice nobody on the team knew was owed.

  4. Request history

    Observed turnaround

    What the profile holds

    Runs behind the date this custodian quotes

    What knowing it prevents

    Follow-up timed to the coordinator instead of the custodian, so calls land too early to learn anything.

  5. Rejection notices

    Common rejection reasons

    What the profile holds

    Purpose of disclosure left blank

    What knowing it prevents

    The same authorization deficiency cured twice, on a request built without what this custodian has already rejected.

    Revised after a rejection
  6. Last escalation

    Escalation contact

    What the profile holds

    Release of information supervisor, direct line

    What knowing it prevents

    A third call into the main line, repeating the request to whoever happens to answer it.

  7. Last completed call

    Last verified date

    What the profile holds

    Confirmed on the last completed call

    What knowing it prevents

    A profile the team still trusts after the custodian's requirements have quietly changed.

Slow custodians and frequent rejecters are visible by name, not by reputation.
The profile is updated after every rejection, to reduce repeat deficiencies.

Field values are illustrative. No customer, facility or custodian is named on this page.

For plaintiff firms and mass tort campaigns

Which law firm intake use cases does Orvera handle?

Orvera AI handles two firm-side use cases: a live advice-boundary guardrail on the intake conversation a firm is supervised on, and the missing-information chase that recovers a claimant acquisition cost already fully spent. Orvera captures facts, applies the firm's own written criteria, screens for conflicts and books the consultation. Orvera never evaluates a matter and never answers a legal question.

  1. Agent Assist, live on intakeBoundary held
    Caller asked

    “Do you think I have a case?”

    The firm's own approved language, surfaced before the specialist answers

    Escalation cueFlagged
    Legal question answeredNever
    Intervention loggedTo the record
    Orvera captures facts and books the consultation. It never evaluates a matter.
    01

    Live advice-boundary guardrail for intake staff

    A caller asks whether they have a case. Orvera surfaces the firm's own approved language on the specialist's screen before they answer, flags the escalation cue, and logs the intervention to the record.

    • Moves advice-boundary breaches per 100 intake conversations
    • The firm's own approved language, before the specialist answers
    • The intervention is logged, so supervision can be evidenced
    • Orvera never evaluates a matter or answers a legal question
  2. Pending bucket, one criterion shortQualified
    Criteria met
    5 of 6
    After the call
    6 of 6
    Missing element namedTreatment date
    Claimant helped to locateOn the call
    Moved to retainerYes
    Every lead recovered is an acquisition cost already fully spent
    02

    Missing information chase against case criteria

    A lead clears every criterion except one and parks in the pending bucket. Orvera calls the claimant, names the single missing element, helps them locate it, completes the qualification, and moves the record to retainer.

    • Every lead recovered is an acquisition cost already fully spent
    • The single missing element is named
    • Produces the criterion-level failure mix nobody currently has
    • Moves retainer execution yield
Proof

What do Orvera's legal and record retrieval calls sound like?

Orvera AI's legal and record retrieval calls are nine real recorded conversations from three operations: a plaintiff firm's intake desk, a record retrieval operation, and a mass tort campaign. Each is a custodian, client or claimant call worked to a finish on the case management and retrieval systems the operation already runs, and each one is transcribed, summarized and scored the same way.

Law firm intake

New client intake, inbound

Inbound intake on a new matter. Structured fact capture, conflict and criteria screening, and a booked attorney consultation.

Missed call recovery

The callback after an inbound call abandons. The caller initiated contact, so the return call is a response.

Consultation confirmation and rebooking

Confirming a booked attorney consultation, and rebooking on the spot where the person cannot make the time.

Record retrieval and litigation support

Custodian first contact

Confirming receipt, locating the request, capturing the custodian reference number, the accepted form, the fee and the turnaround.

Authorization deficiency recovery

Identifying the exact deficiency and the custodian's cure requirements before the corrected authorization is resubmitted.

Follow-up and expediting

Establishing actual processing status, the reason for delay, and an expected production date.

Mass tort and class action intake

Mass tort intake qualification

Qualifying a campaign response against the published case criteria. Product, exposure window, diagnosis, treatment dates, jurisdiction.

Missing information chase

One criterion is outstanding. This is the call that names the missing element and helps the claimant find it.

Retainer execution follow-up

The unsigned retainer call. Confirming receipt, walking the claimant to signature, and clearing the practical obstacle.

Deployment lifecycle

What does Orvera integrate with in a record retrieval stack?

Orvera AI connects to the case management or retrieval platform a retrieval or litigation support operation already runs, plus its telephony and ticketing. Orvera does the build, the deployment and the integration on that existing system. Orvera's AI agents reach production through a structured lifecycle built for live contact center environments.

01

Workflow creation

Your case criteria, approved intake language, custodian profiles and past interactions are turned into structured workflows Orvera's AI agents follow.

02

Testing and validation

Workflows are tested across real scenarios for accuracy, escalation handling and compliance before a single live call.

03

Controlled deployment

Orvera's AI agents go live through a defined process, monitored and connected to your case management or retrieval platform, telephony and ticketing.

04

Continuous improvement

Live performance feeds back into the workflows, sharpening resolution and compliance week over week.

Speed to value

How long does deployment take for a record retrieval operation?

Orvera AI lands full production deployment for a retrieval operation in 2 to 4 weeks. Orvera is already live across multiple retrieval operations, so you start from pre-built integrations and retrieval-specific workflows rather than from a blank build, with voice AI, Agent Assist, QA and analytics running in parallel rather than one after the other.

2-4weeks

to full production deployment.

  • Pre-built integrations and retrieval-specific workflows, not a build from zero
  • Voice AI, Agent Assist, QA and analytics run in parallel, not in sequence
  • Orvera does the build, the deployment and the integration on your existing system

Timelines depend on workflow complexity and enterprise requirements.

Enterprise-ready

How does Orvera hold the advice boundary in legal intake?

Orvera AI captures facts, applies the firm's own written criteria, screens for conflicts and books the consultation. Orvera never evaluates a matter and never answers a legal question. Orvera's AI agents answer only from the firm's own approved language, every conversation is scored across every channel, and each exception is returned with the transcript behind it.

Approved-knowledge grounding

Orvera's AI agents answer only from the firm's own approved language and written criteria.

The advice boundary, held live

Facts, criteria, conflicts and booking. Never a matter evaluation or a legal answer.

Supervision you can evidence

Every conversation scored, with the transcript behind each exception.

Granular controls

Permissions, guardrails and policy, configured per channel and use case.

SOC 2 Type II
SOC 2 Type II
HIPAA Compliant
HIPAA Compliant
GDPR Compliant
GDPR Compliant
Orvera AI
Get started

How does a record retrieval operation get started with Orvera?

A retrieval, litigation support or intake operation starts with the queue that is costing it the most, custodian follow-up, the after-hours intake or the pending bucket, and Orvera AI scopes that queue against the operation's own numbers. Retrieval deployments land in 2 to 4 weeks.

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