Annoyed with United Healthcare Choice EP1 *** customer service

I am at the information gathering stage of my journey and called United Healthcare to ask about their requirements for bariatric surgery. I have the United Healthcare Choice EP1 H M O plan and wanted to know if I needed to provide a 5 years weight history and/or required to do a 6 month supervised diet. After getting transferred from one rep to another, the first person I spoke to said that he was not medically trained to provide information about the weight history requirements. Huh????? I wasn't asking for his opinion on the matter; I was asking for what my plan requires.

The next rep I spoke with only had information about the bmi requirements which I already know. She said that I should talk with a bariatric resources nurse but I read that bariatric resources are not applicable under my plan. Now, I have to call back on Monday to set up an appointment to talk with a nurse because the rep was constantly putting me on hold and taking way too long when answering basic questions.

Why is it so difficult to get simple answers about what is in my plan? It is like pulling teeth.