Discovery cannot confirm what certain benefits and codes are that's listed on my available benefits

Hi, called Discovery to enquire about my available benefits that's on my app and the agent doesn't know what the benefits are about. She called back and still did not have the answers. How can Discovery list benefits and codes but they cannot explain what the benefit is about, or what the codes stands for. The agent in the call centre does not know what it is or how it works. Can someone explain that to me please?