Record Retrieval Operations: The AI-to-Human Handoff

Narrator 00:00:00.00 In record retrieval, you are paid only when the record is delivered and billable. Anything that stalls along the way is pure cost. One request arrives on a Monday and the clock starts. Orvera AI agents work that custodian across calls, faxes, emails, and portals that runs at four and a half million annualized custodian outreach interactions. It absorbs 150,000 hours of hold time. 75 to 80 percent of cases finish without a person involved. The rest need judgment because fees get negotiated and authorizations get complicated. Those route to your team with the whole file already gathered. Your specialist picks up with the whole case in front of them. Agent Assist has the custodian context and the recommended next action ready. They clear the fee and the systems update themselves. Every interaction is recorded, transcribed, and evaluated against your own standards. That is the whole population, not a sample of it.

Narrator 00:01:03.48 Quality stops being an opinion and becomes evidence. To know why requests are aging, you ask in plain language. The answer comes back live with the reasons behind it. There is no reporting cycle to wait on. That Monday request was delivered and it was billable. Fulfillment moved from 71 percent to 87. Turnaround came down from 35 days to 22. On-time delivery reached 93 percent and cancellations fell 47. All of it goes live in two to four weeks. Voice AI, Agent Assist, Quality Assurance, and Analytics come up in parallel. This is not a calling tool. It is an operation you run. Orvera AI, built by operators who ran record retrieval floors.