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WO-01299955 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • PC

📍 Centerwell - Peoria — 10280 N 91st Ave., Peoria AZ, 85345

Aug 27, 2025 → Aug 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 24, 2025
✓ SLA Met (38 biz days early)
Active: 0 biz days
Paused: 2 biz days
🕐 Clock stopped: Invoiced (Aug 29, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Aug 27 → Aug 29, 2025
2 business days (not counted)
▶ Clock Running
Status: L2 Review
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Aug 27, 2025 Invoiced: Aug 29, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Aug 29 Awaiting Parts ⏸ Paused 2 —
Aug 29 → Aug 29 L2 Review ▶ Running 0 0
Aug 29 → Aug 29 Completed ▶ Running 0 0
Aug 29 → Aug 29 Assigned ▶ Running 0 0
Dispatch 0.0d
Material Management 2.5d
Coordinators 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
2.5 days
Coordinators
0.0 days
Created: Aug 27, 2025 Due: Oct 24, 2025 Completed: Aug 29, 2025 (56 days early)
📅
2.5 days Total Age
⏱️
2.6d in Closed Longest Stage
🔄
5 transitions Status Changes
⚠️
1.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522598
New Voice Message from Virtual Tech HCP - WIRELESS CALLER (480) 708-9774 on 08/27/2025 11:48 AM
Closed
Accepted Quote: Q-00030076 201739. After new parts were installed, the BP unit would not turn on. Tech noticed that the case was cracked and coming apart. Tech tried to put back together, but it would not line up. Tech is asking for a return label to be sent to site and have BP unit sent to depot to have looked at. Welch Allyn, Inc. - ProBP 3400 Asset ID: 13201739 Serial #: (21)100065432022 This unit will need to be sent to the depot for services to be completed. 2 hr labor 3x shipping 28 1x- batt11 1x-104097
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brittny Tardy
Owner
John Rolston
Created
Aug 27, 2025
Work Orders from this Case (4)
WO-01299922 Invoiced
Virtual Tech • Virtual Tech
Created: Aug 27, 2025 • Closed: Aug 27, 2025
WO-01299955 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Aug 27, 2025 • Closed: Aug 29, 2025
WO-01303272 Invoiced
Virtual Tech - Field Repair • Andrew Przybyla
Created: Sep 9, 2025 • Closed: Sep 15, 2025
WO-01305784 Invoiced
Depot • Ryan Schwochow
Created: Sep 23, 2025 • Closed: Dec 31, 2025
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 2.6 days stuck in "Closed"
⏱️
Total Delay 1.6 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
Awaiting Parts
2.5d / 3.0d SLA
L2 Review
0.1d
Assigned
0.0d / 0.5d SLA
Closed
2.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Voice Message Dear Call Queue Manager, You have a new voice message for Virtual Tech HCP: From: Virtual Tech HCP - WIRELESS CALLER (480) 708-9774 Received: Wednesday, August 27, 2025 at 11:48 AM Length: 00:19 To: (888) 841-5155 * 43365 Virtual Tech HCP Voicemail Preview: "Hi, my name is Brittany. Try I am calling from Center. Well, senior primary care Imperia, I have a question about our blood pressure machine. Could you please return my call 480-708-9774? Thank you." To listen to this message, open the attachment or login to your RingCentral account by clicking here. Thank you for using RingCentral! Work from anywhere with the RingCentral app. It's got everything you need to stay connected: team messaging, video meetings and phone - all in one app. Get started By subscribing to and/or using RingCentral, you acknowledge agreement to our Terms of Use. Copyright 2025 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral logo are trademarks of RingCentral, Inc., 20 Davis Drive, Belmont, CA 94002, USA. https://www.ebiotrack.com/workorder.php?wo=67800

Timeline

📞
Case Linked Aug 27, 12:49 PM
Case Number: 00522598
Subject: New Voice Message from Virtual Tech HCP - WIRELESS CALLER (480) 708-9774 on 08/27/2025 11:48 AM
Status: Closed
📋
▶
3 Work Order Created Aug 27, 3:58 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00080857
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 2.0 business days
📦
▶
2 Parts Requested Aug 28, 4:21 PM
Parts Requested → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Aug 29, 10:27 AM
Type: Expenses, Parts
Status: Open
Qty: 1, 2
💵
▶
2 2x Expenses Added Aug 29, 2:39 PM
2x Expenses Added → Status: L2 Review
👀
Status: L2 Review by Brittany Peters
From: Awaiting Parts
To: L2 Review
Duration in Previous: 1d 22h
✔️
▶
3 Status: Completed Aug 29, 3:07 PM
Status: Completed → Technician Assigned → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Sep 3, 9:58 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 18h, 0m
🚨 115.0 business days
🧾
Invoice Created Feb 20, 10:38 AM
Invoice Number: SM-239766

Bottlenecks

Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00522598
Closed
📦
Parts Order 00080857
Closed
📦
Parts Order 00080963
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Aug 27, 3:58 PM
Invoice #
SM-239766

Work Details (5)

Name Type Status Qty Amount Date
WL-02918793 Expenses Open 1 $0.00 Aug 28, 4:23 PM
WL-02919753 Expenses Open 1 $11.53 Aug 29, 10:27 AM
WL-02919756 Parts Open 2 $78.30 Aug 29, 10:28 AM
WL-02920210 Expenses Open 1 $15.16 Aug 29, 2:39 PM
WL-02920211 Parts Open 3 $615.39 Aug 29, 2:39 PM

Details