Frustrated and disappointed

I’m very disappointed and frustrated in bankmeds call retrieval process. Requested calls that was done in the month of February 2022. I received only some of those calls and got told that they can’t find the other call I made to bankmed with regards to my sons procedure. I no for a fact that I spoke to someone from bankmed on that specific day and even my bankmed app shows that I spoke to Craig on that day but they can’t find the call. That missing call needs to be retrieved in order to determine what was said based on my sons procedure. I believe that bankmed processed my claim incorrectly and I will only accept the outcome of that claim once that missing call is retrieved and sent to me. I have been with bankmed since 2016 and never had any major claims until this year when my son was born. I never missed a payment and all I’m asking is to find that missing call so that we can hear what the final outcome of my query was.