Egg donor monitoring covered for IVF procedure

Hello, we are using an egg donor for IVF.  although the procedure is covered by insurance the clinic where the egg donor is being monitored will not bill our insurance, it's the women's clinic in springfield MO.  They are stating that the monitoring of the donor while she is receiving hormones in preparation for the IVF is not covered.  The medications themselves were covered.  I can not get through to BCBS customer service as there is no option for members to talk to anyone (800-960-8809).  Does anyone have an answer for this or know of a number I can call to speak with someone?