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WO-01303121 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell Meadowood — 2703 W. Gate City Blvd. Suite J, Greensboro NC, 27403

Sep 8, 2025 → Oct 31, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (21 biz days late)
Active: 38 biz days
🕐 Clock stopped: Completed (Oct 31, 2025)
▶ Clock Running
Status: Created
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 1 of ? biz days used
21d
▶ Clock Running
Status: Assigned
Sep 9 → Oct 8, 2025
21 business days (counted)
Running total: 22 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 31, 2025
16 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 38 of ? biz days used
Created: Sep 8, 2025 Completed: Oct 31, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 8 → Sep 8 Created ▶ Running 0 0
Sep 8 → Sep 9 Ready for Scheduling ▶ Running 1 1
Sep 9 → Oct 8 Assigned ▶ Running 21 22
Oct 8 → Oct 31 Scheduled ▶ Running 16 38
Oct 31 → Oct 31 Tech On Site ▶ Running 0 38
Dispatch 0.0d
Coordinators 40.7d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.7 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Sep 8, 2025 Due: Nov 28, 2025 Completed: Oct 31, 2025 (28 days early)
📅
39.0 days Total Age
⏱️
22.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
38.0d 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 #00525125
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 81 pcs https://www.ebiotrack.com/inspection.php?iid=29915
Priority
Standard
Origin
Email
Reason
New Case
Contact
Zoe Daines
Owner
Jessica Sells
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303121 (current) Invoiced
Inspection • Christopher Morning
Created: Sep 8, 2025 • Closed: Oct 31, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 22.0 days stuck in "Assigned"
⏱️
Total Delay 38.0 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
2.0d / 1.0d SLA
Assigned
22.0d / 0.5d SLA
Scheduled
16.7d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/24/2025 LHill-rec'd email from Zoe- Yes, 10/31 is okay! see logged email.


10/24/2025 LHill-sent email to Zoe Daines.-I see that we have this inspection scheduled for 10/28. However, I made a mistake on the date for this inspection. Would it be okay if we move it to Friday, 10/31?


10/24/2025 LHill-LM at (801) 821-3370 for Zoe Daines. Was going to see if we could move the inspection from 10/28 to 10/31.


10/21/2025 LHill-rec'd email from Zoe. 10/28 works for us.

 

Onsite Access Requirements


Are there any requirements for the technician to access the site (credentialing, safety training, escorts, badges, PPE, etc,)? 

Are there any additional requirements to access the equipment itself (locked room, gate, etc.)?

They will need to sign in at the front. I will provide keys to the locked rooms.



Parts Deliver (if applicable) N/A

Have the shipped parts been received? 

Can you confirm the parts numbers below have been received?

If part numbers cannot be confirmed, can you provide the quantity of parts received? 



Onsite Point of Contact

Will you be the onsite point of contact on the scheduled date?  Yes

Best phone number for the technician to use:  8018213370

If "No" above: Please provide the name and number of the onsite point of contact: 




10/21/2025 LHill-sent email to Zoe at adaines@centerwell.com to reschedule the visit. Offered 10/28 tech arrival 9am-11am.


10/21/2025 LHill-LM at (801) 821-3370 for Zoe. Need to reschedule the tech visit.


10/8 MOwens Called to speak to Zoe Daines. Left a vm about scheduling. Sent an email to her also. Zoe replied back to the email and said 10/22 works for her. I replied back confirming the schedule date of 10/22 with arrival between 9-10am.

🔧 Work Performed
10-31-25 CTM - Performed Annual Inspection on all medical equipment located. Total of 78 pieces of medical equipment inspected. TESTED . ALL PASS. Notify POC Zoe Daines of findings and completion .
🔍 Technician Findings
10-31-25 CTM - Perform Annual Inspection on all medical equipment located. Notify POC Zoe Daines of findings and completion .
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 81 pcs https://www.ebiotrack.com/inspection.php?iid=29915

Timeline

📞
Case Linked Sep 8, 7:01 AM
Case Number: 00525125
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 8, 9:44 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 9, 10:10 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
🚨 22.0 business days
📅
▶
2 Dispatch Scheduled Oct 8, 2:18 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 29d 4h
⚠️ 9.0 business days
📅
Dispatch Scheduled by Laura Hill Oct 21, 2:06 PM
Scheduled For: 2025-10-28T13:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Laura Hill Oct 24, 1:34 PM
Scheduled For: 2025-10-31T13:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Christopher Morning Oct 31, 8:39 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 18h
⏱️
2x Labor Added Oct 31, 8:46 AM
Type: Labor, Travel
Status: Open
Qty: 1.75, 94
⏱️
Labor Added Oct 31, 11:46 AM
Type: Labor
Status: Open
Qty: 3.25
✔️
Status: Completed by Christopher Morning Oct 31, 11:53 AM
From: Tech On Site
To: Completed
Duration in Previous: 3h 14m
⏱️
▶
2 2x Labor Added Oct 31, 1:30 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 1h 38m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 3, 1:05 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 4, 5:56 PM
Invoice Number: SM-245488

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 22.0 business days (threshold: 4.0 business hours)
Exceeded by 21.5 business days
Scheduled
Duration: 16.7 business days (threshold: 2.0 business days)
Exceeded by 14.7 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.5 business hours

🔗 Related Artifacts

📞
Case 00525125
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Christopher Morning
Scheduled
Oct 31, 9:00 AM
Created
Sep 8, 9:44 AM
Invoice #
SM-245488

Work Details (5)

Name Type Status Qty Amount Date
WL-02991334 Labor Open 1.75 $0.00 Oct 31, 8:46 AM
WL-02991335 Travel Open 94 - Oct 31, 8:46 AM
WL-02991583 Labor Open 3.25 $1,355.75 Oct 31, 11:46 AM
WL-02991752 Labor Open 1.5 $0.00 Oct 31, 1:30 PM
WL-02991753 Travel Open 94 - Oct 31, 1:30 PM

Details