Very unprofessional and unfriendly rude agent

I called claims department of GEMS who was so rude and not a good listener who refused to give me his surname and he also refused to call the team leader I am supposed to be admitted and the hospital says they can't admit me due to the short payments of my previous admissions and those admissions had authorisation numbers and hospital benefits of Emerald option is unlimited and I don't understand why they short paid the hospital

He told me that he only had the claims for 2022 and I told him I was admitted a couple of times before 2022