Insurance & Call Center Glossary

Definitions for every insurance, compliance, and call center term you need to know. From TCPA to AHT, we break down the industry jargon.

Compliance

TCPA Compliance

Telephone Consumer Protection Act — federal regulations governing telemarketing calls, auto-dialers, and DNC lists.
Medicare

AEP (Annual Enrollment Period)

The October 15 - December 7 window when Medicare beneficiaries can change their coverage.
Medicare

OEP (Open Enrollment Period)

The January 1 - March 31 period when Medicare Advantage members can switch plans.
Medicare

SEP (Special Enrollment Period)

Year-round enrollment windows triggered by qualifying life events.
Technology

IVR (Interactive Voice Response)

Automated phone system that routes callers through voice and touch-tone menus.
Technology

ACD (Automatic Call Distributor)

System that routes inbound calls to available agents based on predefined rules.
Metrics

AHT (Average Handle Time)

Total time per call including talk time, hold time, and after-call work.
Metrics

FCR (First Call Resolution)

Percentage of issues resolved during the first customer interaction.
Metrics

Abandonment Rate

Percentage of callers who hang up before reaching an agent.
Metrics

CSAT (Customer Satisfaction Score)

Metric measuring customer satisfaction with a specific interaction.
Technology

DNIS (Dialed Number Identification)

Service identifying which phone number the caller dialed for routing.
Technology

ANI (Automatic Number Identification)

Network feature identifying the calling party's phone number.

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