Tips for Calling my Insuance Company

I probably sound like an idiot because I know absolutely nothing about insurance. I’m under my dad’s highmark bluecross blueshield insurance and have never called an insurance company before. All I really know is that preventative care is usually covered. I got my first pelvic exam and knew that a routine one was covered, but they also took a swab for a vaginal panel. I made a post a few days ago because I received a random $500 bill from a lab they did. I was told they’d test for bacterial vaginosis even though we both knew I didn’t have it.

Anyway, I didn’t know what was and wasn’t included in a routine pelvic exam and I also don’t know what all the labs they did are. I’ve messaged the gynecology office twice and they finally responded to my third call. The office told me they couldn’t tell me what labs I was being billed for and transferred my call to billing. The billing department told me they couldn’t tell me what labs I was being billed for and said I needed to call the laboratory. When I called the laboratory, they said they couldn’t tell me what labs they did.

So now I need to call my insurance company and ask them everything. I have an insurance card and two bills that I was mailed. I don’t have an itemized bill. One says laboratory and another says diagnostic test three times. I don’t know exactly what tests were done or anything.

Anything else I need before I call them? Any tips for calling them? I’m not a confident person so if they tell me I’m wrong about my bill for some reason, I’ll likely believe then. Is there anything important I should know?