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WO-01300614 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - Carolina Forest — 3725 Renee Dr, Myrtle Beach SC, 29579

Sep 2, 2025 → Oct 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (14 biz days late)
Active: 35 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Sep 2 → Sep 25, 2025
17 business days (counted)
Running total: 17 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Sep 25 → Oct 7, 2025
8 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 26 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 22, 2025
9 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 35 of ? biz days used
Created: Sep 2, 2025 Completed: Oct 22, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Sep 2 Ready for Scheduling ▶ Running 0 0
Sep 2 → Sep 25 Assigned ▶ Running 17 17
Sep 25 → Oct 7 Scheduled ▶ Running 8 25
Oct 7 → Oct 8 Reschedule ▶ Running 1 26
Oct 8 → Oct 22 Scheduled ▶ Running 9 35
Oct 22 → Oct 22 Tech On Site ▶ Running 0 35
Dispatch 0.0d
Coordinators 38.6d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
38.6 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Sep 2, 2025 Due: Oct 30, 2025 Completed: Oct 22, 2025 (8 days early)
📅
36.0 days Total Age
⏱️
17.6d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
33.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523594
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 38 pieces https://www.ebiotrack.com/inspection.php?iid=29766
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lisa Koppleman
Owner
Leona Coonrod
Created
Sep 1, 2025
Work Orders from this Case (1)
WO-01300614 (current) Invoiced
Inspection • Eric Colon
Created: Sep 2, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 17.6 days stuck in "Assigned"
⏱️
Total Delay 33.5 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
0.5d / 1.0d SLA
Assigned
17.6d / 0.5d SLA
Scheduled
19.0d / 2.0d SLA
Reschedule
1.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8 MOwens Kirsten replied back that Wed. 10/22 works for her to reschedule the inspection visit during Oct.

10/7 MOwens Sent a FU email to Kirsten to schedule for another day in Oct because of a scheduling conflict.

9/25 MOwens Kristen Michaels is the new site POC. She replied back to the email and said 10/9 is a good day to schedule the inspection. I replied back and confirmed scheduling for 10/9 with arrival between 10-11am.

9/24 MOwens Sent an email to Lisa asking for good dates during Oct to schedule the inspection.

9/6/2025 Sramen - Updated order type from inventory to inspection. Verified due date.

🔧 Work Performed
10/22/25- EColon- Arrived onsite, checked in with front desk. Completed 42 inspections, failed 1 unit. Inspection completed.
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 38 pieces https://www.ebiotrack.com/inspection.php?iid=29766

Timeline

📞
Case Linked Sep 1, 7:00 AM
Case Number: 00523594
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
2 Work Order Created Sep 2, 11:18 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Status: Assigned Sep 2, 3:09 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: a0h8Y00000JT6QUQA1, Eric Colon
🚨 18.0 business days
🗓️
2 Status: Scheduled Sep 25, 8:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-09T15:00:00.000+0000
⚠️ 9.0 business days
🔄
Status: Reschedule by Melissa Owens Oct 7, 3:40 PM
From: Scheduled
To: Reschedule
Duration in Previous: 12d 6h
📅
2 Dispatch Scheduled Oct 8, 9:20 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Reschedule
To: Scheduled
Duration in Previous: 17h 40m
🚨 10.0 business days
⏱️
4x Labor Added Oct 22, 2:00 PM
Type: Labor, Travel
Status: Open
Qty: 3, 3.25, 143
⏱️
Labor Added Oct 22, 5:05 PM
Type: Labor
Status: Open
Qty: 3
🔧
2 Status: Tech On Site Oct 22, 5:11 PM
Status: Tech On Site → Status: Closed
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 0m
2.8 business days
📄
2 Status: Ready to Bill Oct 24, 4:29 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
1.9 business days
🧾
Invoice Created Oct 27, 4:39 PM
Invoice Number: SM-244737

Bottlenecks

Assigned
Duration: 17.6 business days (threshold: 4.0 business hours)
Exceeded by 17.1 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00523594
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Eric Colon
Scheduled
Oct 22, 11:00 AM
Created
Sep 2, 11:18 AM
Invoice #
SM-244737

Work Details (5)

Name Type Status Qty Amount Date
WL-02980013 Labor Open 3 $0.00 Oct 22, 2:00 PM
WL-02980014 Labor Open 3.25 $1,292.00 Oct 22, 2:00 PM
WL-02980015 Travel Open 143 - Oct 22, 2:00 PM
WL-02980016 Travel Open 143 - Oct 22, 2:00 PM
WL-02980384 Labor Open 3 $0.00 Oct 22, 5:05 PM

Details