Worst customer service

Never have I experienced such horrible customer service. I phoned on Wednesday for a pre auth for my daughter to go to her Cardiologist she has 3 heart defects basically she has half a heart she has a PMB CONDITION. I asked if the auth is thru & got transfered 7 times in the same department with no answer eventually this guy took my call after I have been holding for 20 minutes he tells me she has no such condition in the rudest way, I said she does I'm sitting with her diagnosis in front of me he very sarcastically says what do you want to speak to the CEO? I got so angry asking for a reference for the call he first gives me- ACD I said that's not a ref no. He said fine- NEO***9 that is the start of a auth no. Keep in mind that he is a team leader \a manager\" Im so furious I wish I could just change medical schemes because ever since agility took over its been nothing but horrible customer service overall a bunch of ***********, rude & sarcastic people.. They probably have a meeting in the morning discussing how to **** off their clients in the funniest way possible."