chat_history: ['I had a doctors appointment at 9 am and they kept me waiting for almost 2 hours.', 'Really!? That is very unprofessional of them to make you wait for so long.', 'It was terrible I ended being late for work because of their horrible service.']
sys_response: That is frustrating. You should complain to them.
situation: I had a doctors appointment at 9 am, I had to wait an hour and a half to even start my appointment.