Rude insensitive call centre agent

I had a terrible interaction with an extremely rude call centre agent today at around 11.20am. I am a medical professional and I called into the HIV line to assist my patient get chronic authorization for his medication for collection from a retail chain pharmacy because he is along distance driver with no regular access to a single address. My patient is currently not complying to his treatment because of the courier agreement with medipost and resolution health. I was assisted by a man whose name I do not remember correctly. He was rude, unhelpful. He said resolution does not have an escalation process or any way that could be used to motivate for a change in condition. How is that possible ? Surely members have choices even if it meant paying non DSP levies. The agent called my opinions uneducated. I am appalled and shocked that Resolution has people with such little regard and poor sensitivity to the PMB conditions working in his role. Beyond pathetic. I will be taking this up as far as possible and ensure this man is found and dealt with accordingly. He kept cutting me off mid sentence, was incorporative no matter how many times I explained that I wanted to be helped by someone else. As a professional, I definitely expect to be contacted with a clearer picture of what steps Resolution will take to fix this, for my patient's sake and for the poor poor communication s****s demonstrated by this call centre agent.