The most recent.
Today, after reaching an actual person, I said calmly to the unfortunate woman in the records department, "Yes, hello, my name is Sarah Caston, here's my ID number, and I recently discontinued my Kaiser policy. I've been calling, to try and get my medical records sent from Kaiser to my current doctor's office. I first called on June 25th, and my doctor's office hasn't received them yet?"
Her response: "Hold please".................[four minutes and twenty seven seconds later]..........."Yes, ma'am, I do see that we received your request for your records to be sent. That takes 5 to 10 business days, and then we had the holiday."
My response (not so calmly, and very clearly): "Well, it's been MORE than 5 to 10 business days. I requested they be sent by fax, on June 25th. Since then, I have rescheduled my doctor's appointment THREE TIMES, because my records STILL haven't been sent. The first time I called, I was told they would be sent that day. The second time I called, I was told it would take 5 business days. The third time I called, I was told it would take 10 business days. And now this is the FOURTH time I'm calling, and the excuse is that there was a HOLIDAY. They NEED to be sent TODAY, because my doctor's appointment is TOMORROW, and I don't want to have to reschedule a FOURTH TIME."
Her response: "I understand, ma'am. Are there a lot of records being sent?"
My response: "Yes, there are 'A Lot Of Records'. They are my records from the past year, in which I suffered a stillbirth. And my son's autopsy report - THAT NEEDS TO BE SENT TOO."
Her response: "Oh, ok. Let me check with the clerk. May I put you on hold?"
My response: "No, you may not. Here is my work number, and the best way to reach me today, and also my cell phone number. Call me when they are sent."
I mean, I totally get it that things can take a long time. I work for the State of Colorado, the gub'ment, and therefore I can understand. I have been patient.
But seriously Kaiser, I'm trying to break up with you, but you're just making this harder for the both of us! :-P