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Stop Chasing Medical Records: This AI Agent Does It for You

See how an Orvera AI voice agent handles a medical-record retrieval call, captures a deficiency, confirms the resend destination, and queues follow-up.

Overview

About this session

Medical-record retrieval still often depends on a phone call: navigating a provider’s menu, confirming the request, identifying a deficiency, and documenting the next action. This Orvera AI product demonstration follows that workflow from the first connection with Riverbend Medical Group through a completed custodian call record. The AI voice agent identifies itself on behalf of Larkspur Retrieval Services, verifies the patient and date range, and confirms that the request was faxed on September 2.

When the medical-records clerk explains that the authorization is on hold because the patient’s signature date is missing, the agent records the specific deficiency, asks where the corrected authorization should be sent, and reads the fax destination back for confirmation. It also captures a seven-to-ten-business-day completion estimate and custodian reference R-4471, then queues the corrected authorization and a follow-up. For health information management, release-of-information, insurance, legal operations, and record-retrieval teams evaluating healthcare voice AI, the scenario shows how a routine phone call can become structured workflow data with a visible audit trail and clear next step.

Key takeaways

What comes out of it

  • Navigate the custodian’s phone system. The demonstration shows an AI voice agent listening to a provider’s menu, selecting the medical-records path, and reaching the records clerk without changing channels.

  • Carry structured request details into the call. The agent presents the patient name, date of birth, dates of service, request date, custodian, and retrieval client in a consistent workflow.

  • Turn a hold into an actionable deficiency. When the clerk identifies a missing patient-signature date, the system records that reason instead of leaving the request with a vague pending status.

  • Confirm instructions before ending the call. The agent reads back the corrected-authorization fax number and attention line, giving the custodian an opportunity to verify the destination.

  • Capture the operational commitment. The call records a seven-to-ten-business-day completion estimate and custodian reference R-4471 for later follow-up.

  • Queue the next step with an audit trail. The demonstration closes with the corrected authorization queued for the same day, a follow-up set for ten business days after resend, and the call disposition and notes written.

  • Apply voice AI where a phone call still matters. For health information management, release-of-information, insurance, and legal operations teams, the scenario illustrates how routine retrieval calls can feed a structured workflow while exceptions remain visible to people.

TranscriptRead the full session

Transcript note: Dialogue and workflow details were transcribed from the product demonstration. Speaker labels and punctuation were lightly formatted for readability.

Phone menu: Thank you for calling Riverbend Medical Group. For appointments… For billing… For medical records, press…

Denise: Medical records, this is Denise.

Orvera AI: Hi, Denise. I’m a virtual assistant calling on behalf of Larkspur Retrieval Services. I’m following up on a records request. Do you have a moment?

Denise: Sure.

Denise: Patient name?

Orvera AI: Daniel Ortiz. Date of birth, March 14, 1978. The request covers dates of service from January 2024 through June 2025. It was faxed to your office on September 2.

Denise: Okay, I see it. It came in, but it’s on hold. The authorization is missing the patient’s signature date.

Orvera AI: Understood. The signature date is missing. Where should we send the updated authorization?

Denise: Fax it to 312-555-0142, Attention Records.

Orvera AI: That’s 312-555-0142, Attention Records. Once you have it, how long until the records go out?

Denise: About seven to ten business days.

Orvera AI: Great. Is there a reference number for the request?

Denise: R as in Robert, 4471.

Orvera AI: R-4471. Thanks, Denise. We’ll get the updated authorization over to you today. Have a good afternoon.

Denise: You too.

On-screen workflow summary: Custodian: Riverbend Medical Group. Client: Larkspur Retrieval Services. Patient: Daniel Ortiz. Date of birth: March 14, 1978. Dates of service: January 2024 to June 2025. Request sent: Faxed September 2. Deficiency: Patient signature date missing. Fax corrected authorization to: 312-555-0142, Attention Records. Custodian reference: R-4471. Expected completion: Seven to ten business days. Next follow-up: Ten business days after resend. Corrected authorization queued for today; disposition and notes written.

Closing message: For medical record requests that still need a phone call, Orvera AI voice agents make the call. Simply add Orvera AI, and we take care of the rest.

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