When you call insurance, who do you speak to?

I've managed to get the "customer service" folks at Blue Cross CA (I have POS) to look up CPT codes and tell me the surgery is approved "If medically necessary" though they never give me a definition of "medically necessary". In other words, they are generally unhelpful. However, I have read posts on here where people say "After my paperwork was submitted, I called the insurance company and found it was approved." Did anyone call the customer service people at Blue Cross (specifically CA) and are they able to tell you or do you need to jump through hoops and find a specific person to tell you? Thanks!

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