She keeps sending me a copy and paste message

I am trying to put through a claim for medication which I have paid cash for, I submit the claim with the amount and the description, Penelope Mtshali keeps emailing me with the same copy and paste message that In order for us to process the claim and refund. We require a detailed copy of the account with the ICD 10 codes, treatment dates, nappi codes used ,practice number and the amounts charged. If the account has been paid, please attach a copy of the proof of payment. This is the second time now that I am attaching this reciept of the medication that I have paid with the info, and she just insists on sending me the same email, does she not want to do her job, instead of passing the buck and giving me the same message, I have explained to her in detail why I am claiming for this medication, its as if she does not even read my mail, she just presses the reply button and copies and pastes the same message to me, is she a robot working there or what, I want my claim to be paid, I have provided the proof of payment, and an explanation