CPT code 99354 for mental health

First , why can’t bcbs providers talk to a live person? I have spent hours on the phone trying to speak to a bcbs rep regarding CPT code 99354 and how do I file this for a 2 hour session and what is my contract rate for this particular code ? I have sent 2 emails since April and no one has answered them. When I look at the Status Checker, it keeps saying that my questions are “ In progress”  us providers need answers and it’s frustrating when we keep getting redirected to an automated system that cannot answer certain questions. FRUSTRATED BEYOND BELIEF!