When a patient calls to request medical records:

“So that I can confirm that I have the correct account, please provide me with your name and date of birth.”

Confirm the mailing address, phone number and email address on file.

“I will make the custodian of the records aware that you have requested the records.  May I share with her the purpose for your request?”

“Thank you for providing this information.  It usually takes about 30 days to process your request.  Once the records are ready, we will let you know.”