James Turner (jturner@shield-legal.com)
2025-07-10 16:17:31

Hey there, Here is the Flow charts I made about how a lead moves through the company. It is a couple months old now, but this should give you a 1000ft view of company operations

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-10 20:00:38

Thank you very much! Great working with you today

James Turner (jturner@shield-legal.com)
2025-07-11 12:28:03

cmatzinger@tortintakeprofessionals.com This is the dashboard with Billable Retainers by Date of Original E-Sign

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-11 17:00:15

just confirming here as well

James Turner (jturner@shield-legal.com)
2025-07-11 17:07:25

Spoke to Anthony- the discrepancy between our systems comes down to the fact that his 'e-signed' number shows all leads e-signed today, does not remove leads that enter in non-billable status's, filter out test leads, or remove leads that have a initial e-signed date prior to today.

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-11 17:11:17

ah so if it was signed earlier but became billable today are shown in his report

James Turner (jturner@shield-legal.com)
2025-07-11 17:12:31

Correct- Whereas if a lead got initially signed on the 7th, had to go to review and got re-signed today with the correct info, mine will assign that lead to the 7th.

James Turner (jturner@shield-legal.com)
2025-07-11 17:12:53

Correct- Whereas if a lead got initially signed on the 7th, had to go to review and got re-signed today with the correct info, mine will assign that lead to the 7th.

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-11 17:25:58

got it.

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-11 17:26:24

we should get that consistent.

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-11 17:27:24

I will chat with Cam on what he wants because it can go either way. depends how he wants his accounting to track it

👍 James Turner
James Turner (jturner@shield-legal.com)
2025-07-14 14:05:08

Sharing a success here- We just closed on a lead we have had since February 13th- using the new calling system! In total we called them 173 times- didn't give up, and got the retainer today!

image.png
James Turner (jturner@shield-legal.com)
2025-07-22 13:09:32

Document we are reviewing vv

James Turner (jturner@shield-legal.com)
2025-07-22 13:09:44

Document we are reviewing vv

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-22 13:14:06

thanks....using your copy here. Just wanted to reply

👍 James Turner
James Turner (jturner@shield-legal.com)
2025-07-22 13:40:31

I have a hard stop at 12:40 but let's sync at some point to go over some intricate pieces that may be getting lost here.

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-24 11:46:14

Mornin!

James Turner (jturner@shield-legal.com)
2025-07-24 12:16:24

Sent you an invite to the Sphere shared google drives

Secure Customer Exchange: https://drive.google.com/drive/folders/19uKHoqYRC6cmdSMEIE_7KlwMq8WmVhtH?usp=drive_link

James Turner (jturner@shield-legal.com)
2025-07-24 12:16:56

Sent you an invite to the Sphere shared google drives

https://drive.google.com/drive/folders/19uKHoqYRC6cmdSMEIE_7KlwMq8WmVhtH?usp=drive_link

James Turner (jturner@shield-legal.com)
2025-07-24 12:17:49

Sent you an invite to the Sphere shared google drives

Secure Customer Exchange: https://drive.google.com/drive/folders/19uKHoqYRC6cmdSMEIE_7KlwMq8WmVhtH?usp=drive_link

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-07-24 13:06:18

thanks

James Turner (jturner@shield-legal.com)
2025-08-01 16:38:44

Just so it's on your radar- Looks like the call center is bringing back Manual Dialing more every day since we "stopped".

image.png
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-01 18:22:47

painful and I do think it's because of the lack of new leads

James Turner (jturner@shield-legal.com)
2025-08-01 18:36:39

Checking the count of new leads coming in each day

General business question though, if our current bottleneck right now is not having enough new leads to go around, then why are we hiring so aggressively into the call center, instead of allocating the funds we use to hire and onboard dozens, on developing better marketing strategies, or hiring at a "higher quality"?

(Genuine question, I'm not trying to be snarky. I want to learn as much as I can so I can help make solid decisions as I grow in my career here)

James Turner (jturner@shield-legal.com)
2025-08-01 18:37:34

Checking the count of new leads coming in each day

General business question though, if our current bottleneck right now is not having enough new leads to go around, then why are we hiring so aggressively into the call center, instead of allocating the funds we use to hire and onboard dozens, on developing better marketing strategies, or hiring at a "higher quality"?

(Genuine question, I'm not trying to be snarky. I want to learn as much as I can so I can help make solid decisions as I grow in my career here)

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-04 11:07:10

That is a Cam question as I am not on those decisions.

James Turner (jturner@shield-legal.com)
2025-08-04 13:09:08

Makes sense-

Just to touch on what we spoke about a few weeks ago, we have people manual dialing on top of people going through the dialer, within seconds of the lead being created in Lawruler

image.png
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-04 13:10:18

Is that all to the same lead?

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-04 13:10:32

looks like it

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-04 13:10:34

smh

James Turner (jturner@shield-legal.com)
2025-08-04 13:13:20

Yep

James Turner (jturner@shield-legal.com)
2025-08-04 13:13:24

Yep

James Turner (jturner@shield-legal.com)
2025-08-04 13:15:36

11 calls in 3 minutes 40 seconds..

James Turner (jturner@shield-legal.com)
2025-08-04 14:42:04

Billable Leads where the Primary Client Firm is SGGH

Lead Info over Dates Selected, with current filters (1).csv
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-04 15:16:32

thank you!

James Turner (jturner@shield-legal.com)
2025-08-05 12:57:29

Sent Nick the latest set of questions for NEC Baby Formula PFS - DL - Flatirons - Dicello Levitt, I believe he's getting that ready for you now

James Turner (jturner@shield-legal.com)
2025-08-05 12:57:49

Pulled it from the DB so I can also include question type on Lawruler

James Turner (jturner@shield-legal.com)
2025-08-05 12:58:46

Sent Nick the latest set of questions for NEC Baby Formula PFS - DL - Flatirons - Dicello Levitt, I believe he's getting that ready for you now

James Turner (jturner@shield-legal.com)
2025-08-05 16:19:44

Medical Records Project Proposal Flowchart - Made two different layouts, let me know what you think works better, and from there we can tweak any details as needed.

Medical Record Proposal 1.png
Medical Records Proposal 2.png
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-05 16:56:43

let me look at that really quick. I love how your head operates

James Turner (jturner@shield-legal.com)
2025-08-05 16:58:40

I changed the matter section to LeadID because until an integration runs, we won't have the matter ID, which can cause issues in the flow. Changing that to LeadID which agents are familiar with, and we always send to the firm anyway just sets up for success a little better imo

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-05 17:20:48

Headed your way to discuss this

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-05 17:20:49

• Total number of cases broken out by campaign. • Disease State / Type of Sexual Abuse alleged for each individual client • Review Status for each individual client (i.e., initial intake, first round interview, second round interview) • Case Status for each individual client (i.e., not filed, demand letter sent, filed in court) • Client Contact (including date and type of communication) • Perpetrator name (for sexual abuse cases) • Responsible institution name for all cases (Church of Latter-Day Saints, LA County Youth Detention Facilities, etc.) Carter Matzinger [1:59 PM] • Total number of cases broken out by campaign. Yes • Disease State / Type of Sexual Abuse alleged for each individual client. Can be pulled if the question was asked and available. SA is a text box so the answers will vary in length and terms, if wanted just all data in the text or we will need to do some ML to categorize them • Review Status for each individual client (i.e., initial intake, first round interview, second round interview) Yes we can pull statuses but a challenge identifying - requiring matching lawruler ids for the stages • Case Status for each individual client (i.e., not filed, demand letter sent, filed in court) - pulled from DL report • Client Contact (including date and type of communication). Very difficult due to different contact methods and records • Perpetrator name (for sexual abuse cases) Yes • Responsible institution name for all cases (Church of Latter-Day Saints, LA County Youth Detention Facilities, etc.) Yes

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-05 18:57:39

Hey, I just wanted to edit on the above chart that we will not log into a portal but we would send the information via api to the MR company and then they would send an sms to the client. When we send the api data to the MR company it would have a clientID/first name and last name, Law Firm Name, and Campaign Name...or ID's, whichever is more appropriate.

👍 James Turner
James Turner (jturner@shield-legal.com)
2025-08-06 11:12:40

Sounds good- We will need Dustins team to build a portal/tool for the agents to enter that info and hit 'send' on the API post. I'll edit the flow chart to reflect as such

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-06 11:20:45

ok got it

James Turner (jturner@shield-legal.com)
2025-08-06 13:35:09

Updated- When you get the chance, let me know what you think.

medical record diagram proposal.png
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-07 13:42:28

So the way I see it is:

  1. Agent will tell them they are going to begin the MR process for the Law firm.
  2. (Hopefully) there would be an API from LawRuler to NHP to request MR's possibly in the secondary conversation.
  3. NHP will API the document or load the medical records into a cloud drive where the law firm will have access to their unique folder which will have sub folders based on case type.
  4. NHP will send an API call back to LawRuler when MR's were retrieved.

Also, I want to chat with them about once they sign the retainer/hippa for us, then they sign the MR company text that they HR company can do a quick ping to see if that person actually was at a facility or some verification before we send off the pc to the law firm

James Turner (jturner@shield-legal.com)
2025-08-07 15:05:35

I like these ideas & Love the idea of having secondary do it instead of intake.

Might be tricky to get Lawruler to build that out for us, but if anyone can do it, it will be you and Joe.

We would want to ensure that we have some documentation of the system so we can replicate with the potential Leadcomplete

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-19 12:51:46

Pride law firm

James Turner (jturner@shield-legal.com)
2025-08-19 12:57:42

Awesome- Thank you! Happy to see a previous client coming back with a list of new campaigns!

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-19 13:03:21

yeah for sure

James Turner (jturner@shield-legal.com)
2025-08-21 13:52:34

Hey there, what do you see when you try and access the page 0 ryan mentioned or this board here: https://shieldlegal.cloud.looker.com/boards/21

James Turner (jturner@shield-legal.com)
2025-08-21 13:53:01

From what I see on my end, you have permission to see it currently

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 13:54:27

I see 5 boards...I have access to this one

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 16:51:36

are you able to pull that report showing how many calls a certain number is getting?

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 16:51:43

@James Turner going to walk over

James Turner (jturner@shield-legal.com)
2025-08-21 16:54:12

Sure thing- Best bet would be to go by a LeadID- do we have one?

James Turner (jturner@shield-legal.com)
2025-08-21 17:27:48

Got it all set up and drillable!

This shows we called this one person 43 times from 9-10am

20250821-2226-22.5487833.mp4
James Turner (jturner@shield-legal.com)
2025-08-21 17:38:32
All Call Records.csv
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 17:42:00

Did you slack Delk the dashboard?

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 17:42:08

And send him the CSV?

James Turner (jturner@shield-legal.com)
2025-08-21 17:43:39

Yes

James Turner (jturner@shield-legal.com)
2025-08-21 17:43:56

I think I sent it to his shield- let me change that

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 17:44:12

He just pinged you from his Tort one

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-21 17:44:34

Does he have a login?

James Turner (jturner@shield-legal.com)
2025-08-21 17:45:12

Yep- made him one earlier, and tagged him about it in a group chat

James Turner (jturner@shield-legal.com)
2025-08-21 17:47:33

Sent the looker invite to this email: jdelk@tortintakeprofessionals.com

James Turner (jturner@shield-legal.com)
2025-08-25 14:28:38

Thought you might want to see this- brought an issue to the attention of the call center in a way of just trying to verify if our info is right, and you can see the response for yourself

image.png
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-25 14:30:13

am I on that channel?

James Turner (jturner@shield-legal.com)
2025-08-25 14:34:45

No but I can add you if you would like

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-25 15:12:42

yes please

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-25 15:12:57

I won't watch it much but if stupid shit is said I can jump in

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-25 15:13:16

just ping me on the BS meter

James Turner (jturner@shield-legal.com)
2025-08-25 15:15:26

Since it's a TIP group, I had to invite your TIP slack account, but you have been invited

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-25 15:15:41

perfect

James Turner (jturner@shield-legal.com)
2025-08-27 15:07:17

Shared this canvas: F09D5LYUVJL

Project overview
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-27 15:14:36

thank you

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-27 15:22:22

@James Turner Way to go on this

James Turner (jturner@shield-legal.com)
2025-08-27 16:08:01

Appreciate it! I’ve been diving into Agile like you suggested, and I'm setting this up so each step we build adds value beyond just the final project. Biggest challenge will be keeping folks from getting pulled into other fires, but if we can keep focus, this should be a big win for us.

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-28 11:44:56

@James Turner can you send me the agent tracker looker dash you built?

James Turner (jturner@shield-legal.com)
2025-08-28 11:50:20

Sure thing- Just to verify, are you referring to this one that tracks our calls per agent/lead? https://shieldlegal.cloud.looker.com/dashboards/131?Five9+Campaign=&Five9+Agent+Name=&Call+Type=-Inbound&Call+Timestamp+%28Start+of+Call%29=this+day&Call+Talk+Time=%3D0%2Cnull&Lawruler+Lead+ID=&Five9+Disposition=&Lawruler+Case+Type+Name=&Lawruler+Lead+Create+Date=&Current+Status+of+Lawruler+Lead=|TIP - Five9 Outbound Call Data>

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-28 11:50:45

the one where we can see the bad actors

James Turner (jturner@shield-legal.com)
2025-08-28 11:55:45

Cool- That's the right one then. If you want to look at specific agents / call dispositions, use the filters at the top to narrow down what you're looking for. Bad acting can be done a lot of different ways so it's made to be flexible.

20250828-1654-53.4052475.mp4
Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-28 11:56:20

can you send me the link to that dashboard please

James Turner (jturner@shield-legal.com)
2025-08-28 11:57:03

https://shieldlegal.cloud.looker.com/dashboards/131?Five9+Campaign=&Five9+Agent+Name=&Call+Type=-Inbound&Call+Timestamp+%28Start+of+Call%29=this+day&Call+Talk+Time=%3D0%2Cnull&Lawruler+Lead+ID=&Five9+Disposition=&Lawruler+Case+Type+Name=&Lawruler+Lead+Create+Date=&Current+Status+of+Lawruler+Lead=|Click Here> <-- Click that. Slack doesn't play nice with the long Urls

Carter Matzinger (cmatzinger@tortintakeprofessionals.com)
2025-08-28 11:57:10

thank you kind sir

James Turner (jturner@shield-legal.com)
2025-08-28 13:46:55

You called it

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