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← WO Overview

WO-01299076 ↗ ServiceMax

CenterWell (Humana) • Misc. Inspection • P5

📍 Centerwell – Surprise, AZ — 14273 West Grand Avenue – Suite 100, Surprise AZ, 85374

Aug 22, 2025 → Oct 9, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Aug 29, 2025
✗ SLA Missed (28 biz days late)
Active: 33 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
5d
▶ Clock Running
Status: Assigned
Aug 22 → Aug 29, 2025
5 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Entered
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
25d
▶ Clock Running
Status: On Hold
Aug 29 → Oct 6, 2025
25 business days (counted)
Running total: 30 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 30 of 5 biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 30 of 5 biz days used
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 9, 2025
3 business days (counted)
Running total: 33 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 33 of 5 biz days used
Created: Aug 22, 2025 Completed: Oct 9, 2025
Business Days Used 33 / 5
0 5d budget +28d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0 / 5
Aug 22 → Aug 22 Ready for Scheduling ▶ Running 0 0 / 5
Aug 22 → Aug 29 Assigned ▶ Running 5 5 / 5
Aug 29 → Aug 29 Entered ▶ Running 0 5 / 5
Aug 29 → Oct 6 On Hold ▶ Running 25 30 / 5
Oct 6 → Oct 6 Ready for Scheduling ▶ Running 0 30 / 5
Oct 6 → Oct 6 Assigned ▶ Running 0 30 / 5
Oct 6 → Oct 9 Scheduled ▶ Running 3 33 / 5
Oct 9 → Oct 9 Tech On Site ▶ Running 0 33 / 5
Dispatch 0.0d
Holding 26.0d (excluded)
Coordinators 10.0d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
26.0 days
Coordinators
10.0 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Aug 22, 2025 Due: Aug 29, 2025 Completed: Oct 9, 2025 (40 days late)
📅
34.0 days Total Age
⏱️
26.0d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
8.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521174
Fw: Servicing Centerwell Surprise - 14273 W GRAND AVE SUITE 100 SURPRISE AZ
Closed
New Miscellaneous Equipment Inspection Pulse Oxymeters BP Rolling carts Ottoscopes (email indicated they were supposed to arrive this week) https://www.ebiotrack.com/inspection.php?iid=29482
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ida Brancato
Owner
Sherry Reich
Created
Aug 22, 2025
Work Orders from this Case (1)
WO-01299076 (current) Invoiced
Misc. Inspection • Andrew Przybyla
Created: Aug 22, 2025 • Closed: Oct 9, 2025
Completed with minor delays
Invoiced • 194 days old
🚨
Primary Delay 26.0 days stuck in "On Hold"
⏱️
Total Delay 8.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
6.0d / 0.5d SLA
On Hold
26.0d
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/6 KKelch called Ruby to schedule for 10/9 between 12 and 2 pm. Katie confirmed. 

10/06/2025 SRobinson- Ruby Orozco called to try and schedule this work, she would like a call back to schedule. Ruby Orozco 623-428-8189

8/29 KKelch placed on hold due to 3 failed attempts to schedule

8/29/25 CDempsey- still waiting on customer to respond.

8/28 KKelch sent Ida an email for scheduling

8/27 KKelch sent Ida an email for scheduling

8/26/25 CDempsey- waiting to hear back from customer.

8/22 KKelch called Ida to schedule for 8/25 between 3:30 and 4:30 pm. Left Vm, sent email. 

🔧 Work Performed
Tech arrived to site and inspected and tested 18 pieces of equipment.
🔍 Technician Findings
New Miscellaneous Equipment Inspection Pulse Oxymeters BP Rolling carts Ottoscopes
⚠️ Problem Description
New Miscellaneous Equipment Inspection Pulse Oxymeters BP Rolling carts Ottoscopes (email indicated they were supposed to arrive this week) https://www.ebiotrack.com/inspection.php?iid=29482

Timeline

📞
Case Linked Aug 22, 9:35 AM
Case Number: 00521174
Subject: Fw: Servicing Centerwell Surprise - 14273 W GRAND AVE SUITE 100 SURPRISE AZ
Status: Closed
📋
▶
2 Work Order Created Aug 22, 10:15 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Aug 22, 11:04 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
⚠️ 6.0 business days
🆕
Status: Entered by Kaitlyn Kelch Aug 29, 11:15 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 7d 0h, 0m
🚨 26.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 6, 12:34 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 38d 1h
👷
▶
4 Technician Assigned Oct 6, 1:19 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 45m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-09T19:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Oct 9, 12:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
🚗
Travel Added Oct 9, 12:44 PM
Type: Travel
Status: Open
Qty: 14
⏱️
2x Labor Added Oct 9, 1:48 PM
Type: Labor
Status: Open
Qty: 2.5, 0.5
✔️
Status: Completed by Andrew Przybyla Oct 9, 3:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 30m
🏁
Status: Closed by Andrew Przybyla Oct 9, 3:30 PM
From: Completed
To: Closed
Duration in Previous: 29m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Oct 14, 6:02 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Oct 15, 2:16 PM
Invoice Number: SM-243561

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00521174
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Andrew Przybyla
Scheduled
Oct 9, 3:00 PM
Created
Aug 22, 10:15 AM
Invoice #
SM-243561

Work Details (3)

Name Type Status Qty Amount Date
WL-02965059 Travel Open 14 - Oct 9, 12:44 PM
WL-02965119 Labor Open 2.5 $297.50 Oct 9, 1:48 PM
WL-02965120 Labor Open 0.5 $59.50 Oct 9, 1:48 PM

Details