confused, don't know how to feel about this convesation

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I have an extremely rare medical issue that most people have never heard of and most medical practitioners have a difficult time understanding how to meet my needs. So I am always looking for doctors who might be able to work with me. Every few months I call my insurance to see if there are new providers in network that I can try. When I called my insurance today, I explained to the rep that I was looking for doctor who might be able to understand an idiosyncratic condition. He asked me if it was related to a medicine or an allergy. I said no it is not because it isn't. He then told me that the only thing he could suggest was a behavioral health practitioner. I asked him why he came to that conclusion. He refused to answer and just repeated that I needed behavioral health.

I called a couple hours later and spoke to a supervisor. She was appalled and apologized profusely and said that she would deal with it. I was very thankful. But I am just wondering what you all think of that interaction. I am genuinely confused and do not know what to make of it. I feel insulted but I am wondering what you all feel.