Unpaid claim

I called bankmed to check why am I getting invoices for outstanding balance which my medical aid didn't pay or cover. I was told that they cannot find the recording to prove that I called in to change the Primary Doctor on my portfolio of which it was done early last year. The consultant called me back requesting me to retrieve the call recording from my side of which my calls are not recorded, where will I find it, till this date I have not received any feedback or reply from bankmed to confirm if my claim will be paid or not. I'm so disappointed with Bankmed service.