Denied AUTH code while sick

On 11 October 2023 sent a request for an AUTH code as I had a virus infection and was in a lot of pain the request was sent at 1:11 to be specific and proceeded to the doctor's office while waiting for the auth. I contact4ed the Health4Me contact center and spoke to the lady named Pamela who had absolutely no empathy and was very unprofessional and this was around 2:18 pm when I called not her to say that all Doctors were very busy hence it's taking long and the line dropped. Pamela called back and she could hear I am very sick Instead she said unfortunately will have to wait for the auth code and if I do not want maybe I should upgrade the package I have cause I am definitely going to wait. I remained on the line until I left the doctor's office without an auth code and still in pain cause when I requested to speak to her team leader Pamela rep**** and said the are only 2 team leaders and one is on leave and the other team leader is currently busy and she continued to say she needs to drop the line so she can attend to other callers and when I refused she placed me on hold until the line disconnected. The doctor called around 4 and was only able to get the auth code at 4:15 pm already at home in pain without any apology or sense of urgency. I had to travel to the doctor again the following day wasting my resources. I would like whoever to look into this and counsel my concerns, by having health4me means i have to settle for whatever its ben thrown at me or i need to premediate sickness on a system that was designed by the insurance and what if something worse had happened on the day even when i cried she was not bothered all she was interested in was for me to disconnect the call so she can attend to other people unless i upgrade my package then i wont complaint.