Dumbs trucked by poor service and lack of empathy.

My parents are members of GEMS. My mom is currently in ICU and unable to speak. My 82 year old dad cannot take care of himself. I phoned the call center because I had a general query on the plan that they are on. The agent refused to help me because "I am not noted" on their plan. I explained the scenario and said it is a general query on the plan. I am not asking for personal information. The agent dropped the call. I have 2 questions: 1. What caliber of person is it that you find acceptable to work for you? 2. Is this the way you treat all families that are going through a traumatic experience?