Unacceptable customer service

I called in to find out about how an out of network specialist visit works only to end up on a call with a lady who continuously cuts you off while you are speaking and doesn't listen to the question asked. She informed me that a particular specialist isn't covered however when asking her where on the brochure does it specify that certain specialists aren't covered under the specialist benefit she then tells me that I am arguing with her however if she just listened to the question asked and tried to address my question rather than feel as if I was arguing with her the conversation would have went a lot more smoothly. Eventually when she does keep quiet, I ask the question again however she refuses to speak yet I can hear her breathing on the other end of the line. I have never experienced such terrible customer service before. I am actually appalled.