Purpose: Learn how to structure client interactions for the Kizen Voice app so the Kizen Meeting Assistant can accurately extract drug, provider, and pharmacy information. This covers the information-gathering portion of the call only; it does not replace or modify CMS-required compliance disclosures or your standard Medicare script.

TABLE OF CONTENTS

• Overview
• How the Kizen Voice Assistant Works
• Using Your Call Notes
• General Principles
• Recommended Call Flow
• Medications
• Providers
• Pharmacies
• Checking Results in Kizen
• Quick Reference: What to Ask and When
• Related Articles
• Still Need Help?

Overview

The Kizen Voice app records your client interactions and the Kizen Meeting Assistant then extracts key information such as medications, doctors, and pharmacies from the transcript. That information is then added to the contact record in Kizen and used to look up plan coverage, verify providers, and generate accurate cost quotes.

The assistant can only work with what it hears. If a client gives vague answers, the assistant may not be able to confirm the information came from the client. The extraction will be flagged as ambiguous or produce no match.

How the Kizen Meeting Assistant Works

After a recording is uploaded, the Meeting Assistant processes the conversation in three stages:

1. The audio is converted to a transcript.
2. The transcript is analyzed to extract drugs, providers, and pharmacies.
3. Each extracted item is matched against external databases (FDA NDC for drugs, and NLM for providers and pharmacies).

Using Your Meeting Notes

The Kizen Voice app lets you add notes while a meeting is in progress. The Meeting assistant then reads those notes alongside the recording, so anything you capture during the call can help fill gaps in the transcript. 

Once you upload the recording, notes added after the fact will not be picked up. If something comes up during the meeting that might be unclear on the recording, write it down in the app before you hang up. 

Good things to capture in your notes during the meeting:

• Spellings of unusual doctor names
• A pharmacy address or cross street the client mentions in passing
• A drug name the client stumbles over or says unclearly
• Any detail you are not sure the recording will pick up cleanly

General Principles

Let the client describe, not just confirm. The assistant is designed to extract information the client volunteers in their own words. When you read a list and the client says "right" or "yes," the assistant cannot always confidently attribute that information to the client. Ask open questions and let the client answer, naming their doctors, hospitals, or medications clearly.

More detail is always better. The assistant can work with partial information, but more detail means a better match. Dosage, form, refill frequency, and location all improve accuracy. When a client volunteers detail, that is a good sign. When they don't, a simple follow-up question is usually enough.

Make sure you have everything before moving on. Clients often mention the first thing that comes to mind and stop. Ask a simple prompt before moving to the next topic to make sure nothing was left out.

Recommended Meeting Flow

Once your compliance disclosures are complete, work through information gathering in this order. Each section builds on the last and keeps the conversation feeling natural.

1. Medications: Start here because it is usually top of mind for clients and leads naturally into questions about doctors and pharmacies.
2. Providers: Ask about doctors after medications, since clients often mention a prescribing doctor while describing a drug.
3. Pharmacies: Finish here, since it connects naturally to the medications you have already discussed.

This order is a guide, not a rule. If a client brings up their doctor while talking about a medication, follow the conversation. You can always circle back.

Medications

What the Meeting Assistant Needs

For each medication the client takes, the assistant is trying to capture:

• The drug name (exactly as the client says it, brand or generic)

• The form (tablet, capsule, inhaler, injection, patch)

• The dosage strength (e.g., 10 milligrams, 500 milligrams)

• The refill frequency (how often they fill it: monthly, every 90 days, etc.)

• Whether it is current or something they used to take

⚠️ Note: Refill frequency is the most commonly missed detail and the most common reason for a no match. Dosing frequency ("twice a day") is helpful but is not the same as refill frequency ("I fill it every 30 days"). Try to get both when you can.

How to Ask

Start with an open question that invites the client to describe their medications themselves:

"Can you walk me through the medications you're currently taking? Just tell me what you take, the dosage, and how you take it.”

Or if you are building on a previous conversation:

"Last time we spoke you mentioned a few medications. Has anything changed, or are you still on the same ones?"

Follow-up Questions

When a client names a drug but does not give detail, follow up naturally:

• For dosage: "Do you know what strength that is? Sometimes it's on the bottle."
• For form: "Is that a tablet, or do you take it a different way?"
• For refill frequency: "How often do you fill that one? Every month, every three months?"
• For new or stopped medications: "Is that one new, or have you been on it a while?" / "Are you still taking that, or did you stop?"

Before Moving On

Before you move to providers, check that you have captured all of their medications:

"Is that everything you're currently taking, or is there anything else?"

If the client has several medications, give them a moment. People often remember a second or third medication after a pause.

When the Client Can't Remember Details

If a client is not sure of the dosage or form, do not push. Accept what they have and note what was unclear:

"That's okay, whatever you can remember is helpful."

Then make a note of the drug name and flag the missing detail in your recording notes. The assistant can often infer form from the drug name, and a partial match is better than no mention at all.

What Good Looks Like

Agent: "Can you walk me through the medications you're taking?"
Client: "Sure. I take atorvastatin for cholesterol, 40 milligrams, one tablet at night. I fill that every three months. And I'm on amlodipine for blood pressure, 5 milligrams, once a day."
Agent: "Is that everything, or is there anything else?"
Client: "Oh, and I take omeprazole for my stomach. 20 milligrams. I've been on that for a while, I fill it every month."

Agent: Is that a tablet or do you take omeprazole a different way?

Client: Through a tablet.

The agent asked an open question, the client described their medications in their own words, and the agent prompted for anything missed. The assistant has drug names, dosages, forms, and refill frequencies for all three medications.

What Causes Ambiguous or No Match Results

Here are some examples of questions that would not result in a match in Kizen.

Example 1: Agent reading the list, client confirming:

Agent: "All right, so you're on lisinopril, metoprolol, and atorvastatin, right? And no blood thinners?"
Client: "Well, I do take a baby aspirin. Does that count?"

The assistant cannot confidently confirm the client takes these drugs because the agent named them, not the client. The client's clarification also creates uncertainty. This will likely produce an ambiguous result.

Better approach:

Agent: "Can you tell me what medications you're currently taking?"
Client: "I take lisinopril for blood pressure, metoprolol for my heart, and atorvastatin for cholesterol. And a baby aspirin every day, my doctor told me to keep taking that."

The client volunteers the same information and the assistant can attribute it to them with confidence.

Example 2: Agent naming the drug, client saying yes:

Agent: "It sounded like you were only taking one medication, that amlodipine. Okay, I'm just making sure."

Client: "Yes."

The client never independently confirms the drug. The assistant will flag this as ambiguous because the agent did the identifying.

Better approach:

Agent: "Can you tell me the medication and dosages you are currently taking?"
Client: "Just the one. Amlodipine, 5 milligrams, for blood pressure."

Brand vs. Generic Names for Medications

The assistant preserves whether the client used a brand name or generic name because they have different coverage tiers in Medicare Part D. Do not correct the client if they use a brand name. If they say "Jardiance," leave it as Jardiance. If they say "metformin," leave it as metformin. Let the client use whatever name they know.

Providers

What the Assistant Needs

For each doctor or provider the client mentions, the assistant is trying to capture:

• First name and last name
• Specialty (or a description the assistant can infer from, like "my heart doctor")
• Location: city, state, street address, or hospital affiliation
• Whether the client currently sees them or used to see them

Doctor names are the hardest thing for the assistant to match because names vary in spelling and the transcript may render them phonetically. The more specific details you can capture (specialty, location, hospital) the better the match, even if the name is unclear on the recording.

How to Ask About Doctors 

"Who are the doctors you're currently seeing? Give me their names and what they treat you for." 

For spelling on difficult names:

"Could you spell that last name for me? I want to make sure I have it right."

For location:

"Do you know what city they practice in, or what hospital they're associated with?"

Follow-up Questions

• For specialty: "What does Dr. [Name] treat you for?"
• For location: "Are they local to you, or do you travel to see them?"
• For hospital: "Do you know what hospital or medical center they're affiliated with?"
• For past providers: "Are you still seeing them, or have you switched?"

Capturing Multiple Providers

Clients often mention only one or two doctors before stopping. Before moving on, check for others:

"Any other specialists you see regularly? Cardiologist, dermatologist, anyone like that?"

Or more specifically:

"Is there anyone who manages your [condition they mentioned] separately, or does Dr. [Name] handle all of that?"

When the Name is Unclear

If a client says a name that is hard to follow, ask them to spell it before moving on:

"I want to make sure I get that right. Can you spell the last name for me?"

Then write the spelling in your recording notes. Even if the recording catches it, a note confirms the correct spelling.

What Good Looks Like

Agent: "Who are the doctors you're currently seeing?"
Client: "My main one is Dr. Garcia, she's my primary care doctor. And I see a cardiologist, Dr. Chen."

Agent: “What’s Dr. Garcia’s first name?”

Client: “Eliza.”

Agent: “Great. And how about Dr. Chen?”
Client: “I believe his first name is Richard.”
Agent: "Fantastic. Do you know what city Dr. Garcia is in, or what practice?"
Client: "She's in Tampa, on Hillsborough Avenue. Tampa Bay Primary Care."
Agent: "And Dr. Chen?"
Client: "He's at Tampa General."
Agent: "Any other specialists you see regularly?"
Client: "No, that's it."

The agent asked for both names and followed up on location for each. The assistant has first and last names, specialties, and location anchors for both providers.

What Causes Ambiguous or No Match Results

Here’s an example of something a client would say that could result in no match:

Client: "My doctor, Dr. Nguyen, N-G-U-Y-E-N. He's my primary and he also does sports medicine, so it works out well for me."

The name is being spelled aloud but the transcript may still render it ambiguously. You should ask the client to give a first name as well. There’s also no city, no hospital, no ZIP code captured. Without a location anchor to narrow the search, the assistant cannot find a match.

Better approach:

Agent: "Can you spell that last name for me?"
Client: "N-G-U-Y-E-N."
Agent: “And what’s his first name?”

Client: “Anh. Spelled A-N-H.” 

Agent: “Great, thanks. And where is his office? What city?"
Client: "He's in Clearwater, at the Bay Area Medical Center on Drew Street."

Now the assistant has a spelled name, a first name, a city, and a hospital affiliation. That is enough to run a targeted search.

A Note on Specialty Descriptions

The assistant can infer specialty from plain language. The client does not need to say "cardiologist." "My heart doctor" works just as well. "My cancer doctor" maps to oncology. "The one who gives me my cortisone shots" maps to sports medicine or orthopedics. You do not need to prompt the client for clinical terminology.

Pharmacies

What the Assistant Needs

For each pharmacy the client uses, the assistant is trying to capture:

• The pharmacy name
• A location anchor: street name, cross streets, city, or ZIP code
• Whether it is a walk-in pharmacy or mail order
• Whether the client currently uses it or used to use it

The assistant runs a location-based search using whatever anchor you provide. A full street address is ideal, but a cross street works. If no location is given, the assistant defaults to the client's home location and runs a radius search, which is less precise.

How to Ask

For pharmacy:

"Where do you typically fill your prescriptions?"

For location:

"Do you know what street that's on, or what part of town?"

For mail order:

"Are any of your prescriptions filled by mail?"

Follow-up Questions

• For location: "Is that the one on [street], or a different location?"

• For mail order confirmation: "Does that come in the mail, or do you pick it up?"

• For past pharmacies: "Have you always used them, or did you switch from somewhere else?"

Capturing Multiple Pharmacies

Clients sometimes use different pharmacies for different medications, or use mail order for some and walk-in for others. After the first answer, check: 

"Do you fill all of your prescriptions there, or do you use more than one pharmacy?"

"Any that you get by mail, like a 90-day supply?"

Before Moving On

"Is that the only pharmacy you use, or do you fill anywhere else?"

What Good Looks Like

Agent: "Where do you usually fill your prescriptions?"
Client: "The Walgreens on Fletcher Avenue, mostly."

Agent: “And what city is this in?”

Client: “Greensville.”
Agent: "Do you fill everything there, or do you use it anywhere else?"
Client: "My cholesterol medication I get through the mail. CVS sends it, 90-day supply."
Agent: "And is that the only other one, or do you fill anywhere else?"
Client: "No, that's it."

The agent confirmed both pharmacies, got a street anchor for the retail location, and clarified mail order delivery for the second. The assistant can run a targeted search for the Walgreens and correctly classify the CVS as mail order.

What Causes Ambiguous or No Match Results

Example: Agent naming the pharmacy, client confirming:

Agent: "You typically fill at CVS or?"

Client: "Yes."

The assistant cannot confidently confirm the client uses CVS because the agent suggested it. This will likely produce an ambiguous result. There are also thousands of CVSs. They should specify the specific location of it.

Better approach:

Agent: "Where do you usually fill your prescriptions?"

Client: "CVS, the one on Dale Mabry."

Checking Results in Kizen

After a meeting recording is processed, your post-call workflow in Kizen includes Medication/Provider/Pharmacy Review activities. This is where you confirm what the assistant extracted before anything is added to the contact record.

The review activities are one step in a broader post-meeting process that also includes verifying the contact, reviewing the recording summary, and sending any follow-up communications. When you reach the review step, you will see the medications, providers, and pharmacies the assistant pulled from the recording. From there, you can remove any records you do not want added and confirm what will be attached to the contact. Nothing is added to the contact until you complete the review.

✅ Tip: If a drug name, doctor name, or pharmacy address was unclear during the recording, add it to your notes in the app before hanging up. Notes added during the meeting are read by the assistant and can improve your match results before you ever reach the review step.

Quick Reference: What to Ask and When

⚠️ Note: This guide covers best practices for the information-gathering portion of health insurance client interactions only. CMS-required disclosures, the Scope of Appointment, and other compliance requirements are governed separately and are not affected by this guide.