Lack of human involvement

Fedhealth, answered here with an automated response and claimed someone will respond. I waited for the response and when I got it, it looked like it is automated as all that is being explained on it is exactly the response I got from the agents and hence I am complaining here. I am still not sure if they understood my problem or what, which I thought it was clear below. Which brings me to the main problem that it seems like most of their service is so automated than it lacks human involvement to be able to show care. My health now seems like it is left within AI responses.