Insensitive manner of handing an authorisation.

My Mother had to get authorization to be admitted as they picked up fluid on her left lung. Upon phoning the call center of above company, the lady she spoke to came across as abrupt and insensitive. My mom is a breast cancer survivor who has been in remission for almost 10 years. This case has nothing to do with her previous condition however the women on the phone repeatedly asked her \How do you know that the fluid build up on your lung isn't cancer related". My mother continually told her she was not sure what it was"