Can they retrieve the recording

I have requested for the pass three weeks for the recording of a conversation, I had with a sales agent concerning furneral policy . I need to satisfy my self that my memory is not playing games with me. But am having hussels receiving it. Then send it to me in word which I told them I can not open it as I do not have word on my cell phone. Are they trying to hide something. (needing help retrieving this information)