Verification before disclosure
The agent establishes who it is speaking to and on what authority before any part of a request is discussed, and the verification is on the transcript.
Every open order and every custodian, chased to a committed date.
For record retrieval and litigation support operations serving law firms, insurers, IME companies and third-party administrators. Orvera builds, deploys and runs the agents across voice, chat, email and every digital channel, plus the assist and audit layer behind your own coordinators.
Why coverage decides it
How does Orvera measure quality across every custodian conversation?
Orvera AI scores every conversation against the operation'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. In record retrieval the events that matter are per-conversation events: a disposition recorded against the wrong status, a note that omits the commitment date, an authorization discussed where the caller was never verified.
A quality program on a sample
A sample of conversations reviewed
- Estimates an exposure rate rather than clearing a conversation
- A wrong disposition survives until the order ages past its date
- Note completeness is assumed across the conversations nobody opened
- The defect you answer for is rarely the call the sample caught
Orvera
100% of conversations audited
- Scored against the operation's own scorecard, every conversation
- Disposition accuracy, note completeness and compliance adherence
- Exceptions returned with the transcript attached
- SOC 2 Type II certified, HIPAA compliant, GDPR compliant
For record retrieval and litigation support operations
Which record retrieval use cases does Orvera handle?
Orvera AI handles four record retrieval use cases: custodian first contact and the requirements interview, the status chase inside the statutory clock, authorization clarification and rejection recovery, and the custodian friction map. The chase cadence runs against every open order rather than against a coordinator's capacity, and every result is written back to the order platform.
Chase cadence, open orderDate committed
Statutory ceiling
30 + 30 days
Commitment
Recorded
Chase attemptsD7 D14 D21 D28
Actual status establishedYes
Written to order platformDone
The cadence runs against every open order
01 / 04
- Chase cadence, open orderDate committedStatutory ceiling30 + 30 daysCommitmentRecordedChase attemptsD7 D14 D21 D28Actual status establishedYesWritten to order platformDoneThe cadence runs against every open order01
Status chase inside the statutory clock
A request passes 7, 14, 21 and 28 days with no response. Orvera runs the full chase cadence against every open order, reaches the custodian, establishes actual status, records the commitment date, and writes it back to the order platform.
- Moves turnaround days from order to delivered production
- The cadence runs against every open order
- Gives you chase cycles per order, a metric most operations do not have
- Moves orders per coordinator per day
- Custodian first contactProfile writtenRequirements interview
Accepted form, submission route, fee, turnaround.
Captured on the call, not reconstructed from order notes later.
Custodian reachedLiveProfile createdNew deskWorks the residual the electronic network cannot reach02Custodian first contact and requirements
A new order opens against a records desk your floor has never worked. Portals and electronic exchange reach part of the book. The rest is a phone call, and Orvera places it, runs the requirements interview, and writes the custodian profile.
- Moves first-submission acceptance rate
- Works the residual the network cannot reach
- The requirements interview is run on the call
- Moves orders per coordinator per day
- Authorization rejectedClock restartingDefectScope of datesProfile updatedWon't recurRejection receivedORD-2210Clarification call placedSame dayConforming form confirmedYesWhat conforms is established in the custodian's own words03
Authorization clarification and rejection recovery
The custodian rejects the authorization for a defect and the clock restarts. Orvera calls on the rejection, establishes precisely what conforms in that custodian's own words, and updates the profile so the same defect does not recur there.
- Moves first-submission acceptance rate and turnaround days
- What conforms is established in the custodian's own words
- The profile is updated so the defect does not recur there
- Every rejection restarts the statutory clock. This stops the restart
- Voice of CustomerFrom the callsAllCustodians
A maintained profile, not a coordinator's memory
Form, route, fee, turnaround, rejection reasons, escalation contact.
Rejection reasonsRankedTurnaround varianceNarrowingBuilt from the conversations themselves04The custodian friction map
Every call teaches the operation something about a records desk: which form it accepts, which fee it charges, how long it actually takes, which channel reaches it. Orvera captures that on the conversation and builds it into a profile the whole floor works from.
- Builds a per-custodian profile from live conversations
- The floor works from what the last call established
- Surfaces which desks are slow and which reject, by name
- Moves first-submission acceptance rate across the book
Proof
What do Orvera's record retrieval calls sound like?
Three real recorded conversations from a record retrieval floor: the first call to a custodian nobody has worked before, the chase on an open order, and the call that follows a rejected authorization. Each is worked to a finish on the order platform the operation already runs, and each one is transcribed, summarized and scored the same way.
Custodian calls
Custodian first contact and requirements
First call to a records custodian. What form they accept, where it goes, the fee, the turnaround.
Record retrieval follow-up
The chase call on an open request. Actual status, the reason for delay, and a committed date.
Authorization clarification after a rejection
The custodian rejected the authorization. This is the call that establishes precisely what conforms, before the clock restarts.
How it lands
How does an Orvera deployment reach a retrieval floor?
Orvera builds, deploys and runs the platform on the operation's behalf. The work starts from the custodian book and the order platform the floor already uses, and ends with agents running a daily cadence as part of core operations.
01
The book and the clock
Your custodian book, your order platform, your escalation rules and the statutory windows that govern each request are mapped into executable logic.
02
Built and integrated
Orvera does the build and the integration against your case management system, so dispositions and call notes land where your coordinators already read them.
03
Tested against your scenarios
Validated across the scenarios your floor actually meets, including the rejection paths and the desks that answer through an IVR, before a single live order is touched.
04
Live, daily, and audited
The cadence runs against every open order as part of core operations, and every conversation is scored on disposition accuracy, note completeness and compliance adherence.
Speed to value
How long does deployment take for a record retrieval operation?
Orvera AI lands full production deployment in 3 to 6 weeks, from the operation's own custodian profiles and order platform to live agents running a daily cadence. Orvera's contextualization models are custom-trained on de-identified record retrieval data, so the agents arrive already fluent in the requirements interview and the chase.
3-6weeks
to full production deployment.
- Your own custodian profiles and escalation rules mapped into executable logic
- Tested and validated across scenarios before go-live
- 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 handle protected health information on a retrieval call?
Record retrieval runs on other people's medical records, so the governance question arrives before the capability question. Orvera is SOC 2 Type II certified, HIPAA compliant and GDPR compliant, and the boundaries below are drawn in the agent design rather than left to the conversation.
The minimum the call needs
A status chase needs an order reference and a date. The agent works to what the conversation requires and the record of it is held under the same controls as the rest of your case data.
Written back into your system
Dispositions and call notes are written into your case management system through the integration, so your existing retention and access rules govern them.
Every conversation audited
Disposition accuracy, note completeness and compliance adherence are scored on every conversation, human-handled and AI-handled alike, with exceptions returned attached to the transcript.
Bring us your hardest custodian book
The desks that answer through an IVR, the ones that reject on a form defect, the ones nobody on the floor wants to call twice. That is the part of the book worth talking about first.