How do I actually get a hold of a real person on the provider phone number?


I work for a provider and part of my job is calling BCBS to confirm eligibility and benefits for patients. I absolutely need to speak to a real person when I call, not just an automated voice message. I have very specific questions about a patients plan that an automated voice can't do. 

I constantly have issues with getting ahold of a real person however. When I ask for a person to the automated voice, I am told "Transfer to a representative is not allowed"

So what am I supposed to do? I try everything I can to get a hold of someone and get nothing every single time. I need a direct line to someone or advice on how to get around the voice automated message. Please help.