Insensitive Consultant

I called in to the call center Monday to find out why my sister was given incorrect information on Friday and what the way forward could be as she has to go to hospital for an operation. I was transferred to the Hospital Authorizations Department and I spoke with a lady by the name of Nosiphiwe Foyo. At first she listened to my issue but didn't give any relevant feedback. (Listen to the recording) I asked if she can please call me back as I've been on the phone for more than 12min and I'm also at work and she advised she can't as they department only receives incoming calls which I understood and I then asked her if this is the kind of service I pay for as I'm just asking for a call back. Nosiphiwe then rep**** in the most INSENSITIVE manner considering this is a medical aid that I've been with since 2014 and I'm sure they deal with people who go through sensitive matters on a daily "I will refer this through to my manager and I'm actually doing you a favour". I was so shocked and I asked her for her name and surname as she continues to type her notes on her PC. I can almost guarantee that she hung up in my ear right after cause my line didn't cut as I'm calling from the company phone. This consultant needs to be dealt with and is not fit and proper to be working in such an environment specially having to deal with clients that are calling they medical aid for guidance when going through a sensitive matter. THIS LEFT A BAD TASTE IN MY MOUTH.