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WO-01306558 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell - Gladstone — 7209 N. Prospect Ave., Gladstone MO, 64119

Sep 29, 2025 → Feb 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (91 biz days late)
Active: 92 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Oct 6, 2025
5 business days (counted)
Running total: 5 of ? biz days used
19d
▶ Clock Running
Status: Assigned
Oct 6 → Nov 3, 2025
19 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Entered
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 24 of ? biz days used
59d
▶ Clock Running
Status: On Hold
Nov 3 → Feb 2, 2026
59 business days (counted)
Running total: 83 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 84 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 84 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 16, 2026
8 business days (counted)
Running total: 92 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 92 of ? biz days used
Created: Sep 29, 2025 Completed: Feb 16, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0
Sep 29 → Oct 6 Ready for Scheduling ▶ Running 5 5
Oct 6 → Nov 3 Assigned ▶ Running 19 24
Nov 3 → Nov 3 Entered ▶ Running 0 24
Nov 3 → Feb 2 On Hold ▶ Running 59 83
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 84
Feb 3 → Feb 3 Assigned ▶ Running 0 84
Feb 3 → Feb 16 Scheduled ▶ Running 8 92
Feb 16 → Feb 16 Tech On Site ▶ Running 0 92
Dispatch 0.0d
Holding 59.8d (excluded)
Coordinators 36.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
59.8 days
Coordinators
36.7 days
Over SLA
Created: Sep 29, 2025 Due: Nov 28, 2025 Completed: Feb 16, 2026 (79 days late)
📅
93.0 days Total Age
⏱️
59.8d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
34.0d 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 #00530928
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 47 https://www.ebiotrack.com/inspection.php?iid=30332
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mackenzie Bellinger
Owner
John Rolston
Created
Sep 27, 2025
Work Orders from this Case (1)
WO-01306558 (current) Invoiced
Inspection • Thomas J Langenberg Jr
Created: Sep 29, 2025 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 318 days old
🚨
Primary Delay 59.8 days stuck in "On Hold"
⏱️
Total Delay 34.0 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
7.7d / 1.0d SLA
Assigned
20.1d / 0.5d SLA
On Hold
59.8d
Scheduled
8.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/3 KKelch called Angie to schedule for 2/16 between 9 and 11 am. Customer confirmed. 

02/02/2026 DNakoff - Try new POC

11/3 KKelch called Mackenzie to schedule for 11/21 between 9 and 11 am. Left VM. Placed on hold due to 3 failed attempts to schedule.

10/27 KKelch called Mackenzie to schedule for 11/21 between 9 and 1 am. Left VM.

10/20 KKelch called Mackenzie to schedule for 11/10 between 9 and 11 am. Left VM.

🔧 Work Performed
completed the inspection of 55 pieces of equipment.
🔍 Technician Findings
annual inspection due
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 47 https://www.ebiotrack.com/inspection.php?iid=30332

Timeline

📞
Case Linked Sep 27, 7:00 AM
Case Number: 00530928
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Sep 29, 8:55 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Oct 6, 9:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 0h
🚨 20.0 business days
🆕
Status: Entered by Kaitlyn Kelch Nov 3, 12:13 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 28d 3h, 0m
🚨 60.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 1:34 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 91d 1h
👷
▶
2 Status: Assigned Feb 3, 11:04 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Thomas J Langenberg Jr
📅
▶
2 Dispatch Scheduled Feb 3, 12:07 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1h 2m
⚠️ 9.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Feb 16, 10:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 22h
⏱️
▶
2 3x Labor Added Feb 16, 1:48 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 4m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 19, 9:19 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 19h, 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 22, 10:30 PM
Invoice Number: SM-254330

Bottlenecks

Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 20.0 business days (threshold: 4.0 business hours)
Exceeded by 19.5 business days
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Scheduled
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00530928
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Feb 16, 10:00 AM
Created
Sep 29, 8:55 AM
Invoice #
SM-254330

Work Details (3)

Name Type Status Qty Amount Date
WL-03107308 Labor Open 1.25 $0.00 Feb 16, 1:48 PM
WL-03107309 Labor Open 3.1 $1,292.00 Feb 16, 1:48 PM
WL-03107310 Travel Open 38 - Feb 16, 1:48 PM

Details