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WO-01303620 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell Harlingen — 801 North Ed Carey Drive, Harlingen TX, 78550

Sep 10, 2025 → Nov 21, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (36 biz days late)
Active: 50 biz days
🕐 Clock stopped: Completed (Nov 22, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
22d
▶ Clock Running
Status: Assigned
Sep 10 → Oct 13, 2025
22 business days (counted)
Running total: 22 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 29, 2025
12 business days (counted)
Running total: 34 of ? biz days used
6d
▶ Clock Running
Status: Reschedule
Oct 29 → Nov 6, 2025
6 business days (counted)
Running total: 40 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 21, 2025
10 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 50 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 22, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0
Sep 10 → Oct 13 Assigned ▶ Running 22 22
Oct 13 → Oct 29 Scheduled ▶ Running 12 34
Oct 29 → Nov 6 Reschedule ▶ Running 6 40
Nov 6 → Nov 21 Scheduled ▶ Running 10 50
Nov 21 → Nov 22 Tech On Site ▶ Running 0 50
Dispatch 0.0d
Coordinators 53.0d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
53.0 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Sep 10, 2025 Due: Nov 26, 2025 Completed: Nov 22, 2025 (4 days early)
📅
51.0 days Total Age
⏱️
23.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
46.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525882
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 25 pieces https://www.ebiotrack.com/inspection.php?iid=29968
Priority
Standard
Origin
Email
Reason
New Case
Contact
Heather Aguilar
Owner
Leona Coonrod
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303620 (current) Invoiced
Inspection • Anthony Wirth
Created: Sep 10, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 23.0 days stuck in "Assigned"
⏱️
Total Delay 46.5 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
0.1d / 1.0d SLA
Assigned
23.0d / 0.5d SLA
Scheduled
23.0d / 2.0d SLA
Reschedule
7.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20/25 RBerry- updated due date. Due was incorrect. Removed delay code.


11/6 KKelch Odalys called me back to schedule for 11/21 between 12 and 2 pm. Customer confirmed.

11/6 KKelch called Odalys to schedule for 11/26 between 9 and 11 am. Left info.

11/3 KKelch called Odalys to schedule for 11/11 between 9 and 11 am. Waited on hold for 10 minutes, will call back later.

10/29/2025 LHill-LM at 956-391-2550. for Odalys Lopez. Letting her know we need to reschedule the visit. (I have put 11/5 as a placeholder on the calendar)


10/29/2025 LHill-Called 956-391-2550. for Odalys Lopez the call got disconnected.


10/29/2025 LHill-Called 956) 591-9366 spoke with man in the call center. He doesn't know where to transfer me.


10/29/2025 LHill-Going to call customer to reschedule to getting WO-01309265 scheduled.


10/13 KKelch called Odalys to schedule for 10/30 between 9 and 11 am. Customer confirmed. 

10/8 KKelch called Odalys to schedule for 10/29 between 9 and 11 am. Left info. 

10/8 KKelch called Heather to schedule for Harlingen for 10/29 between 9 and 11 am and for Brownsville for 11/25 between 9 and 11 am. There is a new CA over Harlingen- Odalys Lopez at 956-391-2550. Customer confirmed scheduling for Brownsville. Call logged on WO-01303620

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
found no issues with units.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 25 pieces https://www.ebiotrack.com/inspection.php?iid=29968

Timeline

📞
Case Linked Sep 10, 7:00 AM
Case Number: 00525882
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 11:43 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 Technician Assigned Sep 10, 12:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
🚨 23.0 business days
📅
▶
2 Dispatch Scheduled Oct 13, 10:56 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 32d 22h
🚨 12.0 business days
🔄
Status: Reschedule by Laura Hill Oct 29, 10:52 AM
From: Scheduled
To: Reschedule
Duration in Previous: 15d 23h
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Nov 6, 9:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-21T18:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Anthony Wirth Nov 21, 1:54 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 4h
⏱️
▶
2 5x Labor Added Nov 21, 9:20 PM
5x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Anthony Wirth Nov 21, 9:33 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 38m, 0m
⏳ 1.3 business days
📄
▶
2 Status: Ready to Bill Nov 24, 1:45 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 9.0 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247449

Bottlenecks

Assigned
Duration: 23.0 business days (threshold: 4.0 business hours)
Exceeded by 22.5 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days

🔗 Related Artifacts

📞
Case 00525882
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Nov 21, 1:00 PM
Created
Sep 10, 11:43 AM
Invoice #
247449

Work Details (6)

Name Type Status Qty Amount Date
WL-03017312 Labor Open 1 $0.00 Nov 21, 9:20 PM
WL-03017313 Labor Open 2.5 $1,292.00 Nov 21, 9:20 PM
WL-03017314 Labor Open 4.5 $0.00 Nov 21, 9:20 PM
WL-03017315 Travel Open 37 - Nov 21, 9:20 PM
WL-03017316 Travel Open 275 - Nov 21, 9:20 PM
WL-03017317 Expenses Open 1 $0.00 Nov 21, 9:22 PM

Details