chat_history: ["Sometimes things don't work out like you planned. It can be a real let down though.", 'What happened?', 'I got two tickets for a friend and I for a concert. The day of the show, it poured and no one got a refund.']
sys_response: That is bad. You should have got refunded.
situation: I bought tickets to an expensive concert ($50) that a friend and I planned to attend. The day of the concert the show was rained out, and no one was refunded.