Disrespectful staff member

my son is on my moms medical aid, he needs a dental procedure to happen next week, today i called for authorisation.<br> i held on for 20 minutes before my call was answered. i was nice to this girl who answered my call. i explained that i am not a member of the medical aid but my son is, and i am calling on his behalf because he is FIVE years old, and my mom happens to be busy - she works, unlike this girl who answers the phone.<br> I was informed that i cant call, because i am not a member of the medical aid - i asked her if another member could confirm all the details, she said yes. i called my sister to just confirm all the details of my mom, and this thing on the other end of the phone put the phone down. im ****ed off, because this girl was in a rush to get home, come 5pm she thinks its ok to hang up on people and go home. i think she needs to go to training as well as get a final written warning. i would like discovery to find out who answered that call, i want an email as well as a phone call with an apology from this girl. discovery needs to train their staff properly because they portray your name, she drags you name through the mud