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WO-01314371 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 CC Lakeland — 600 El Paseo, Lakeland FL, 33805

Nov 10, 2025 → Feb 17, 2026

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Feb 17)
✗ SLA Missed (81d late)
Dispatch 0.0d
Holding 35.3d (excluded)
Coordinators 37.9d
Billing 8.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
35.3 days
Coordinators
37.9 days
Over SLA
Billing
8.7 days
Over SLA
Created: Nov 10, 2025 Due: Jan 30, 2026 Completed: Feb 17, 2026 (17 days late)
📅
71.6 days Total Age
⏱️
35.3d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
42.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00542304
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 35 pcs https://www.ebiotrack.com/inspection.php?iid=31120
Priority
Standard
Origin
Email
Reason
New Case
Contact
Thais Alvarez
Owner
Jessica Sells
Created
Nov 9, 2025
Work Orders from this Case (1)
WO-01314371 (current) Invoiced
Inspection • Yves Dessin
Created: Nov 10, 2025 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 35.3 days stuck in "On Hold"
⏱️
Total Delay 42.4 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
33.1d / 1.0d SLA
On Hold
35.3d
Assigned
0.0d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Closed
2.8d / 1.0d SLA
Invoice Pending
8.7d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 DPatton -Error message on Sales Tax ?


2/16/26 AJinerson - Site let tech service since he was already on-site.

Confirmed correct on-site contact is:

Thais Alvarez

863-619-5999

thais.alvarez@convivasolutions.com


2/16/26 AJinerson - Called site back to see if since tech is already on-site, if we could proceed with servicing this inspection. Was on hold for over 10 mins with no answer. 

Eri Jacobs is NOT the correct contact for this location, Eri Jacobs is for the other Conviva Lakeland site.


2/16/26 AJinerson - Called site back to see if since tech is already on-site, if we could proceed with servicing this inspection. 


Eri Jacobs is NOT the correct contact for this location, Eri Jacobs is for the other Conviva Lakeland site. 


2/17/26 AJinerson - Called N. Lakeland Site to confirm address, site confirmed new address is 600 El Paseo, Lakeland, FL 33805. Old address 2417 has now merged to El Paseo. However, Eri Jacobs is not affiliated with this location, their manager is Thais Alvarez. 

Email: 

thais.alvarez@convivasolutions.com


2/11/26 AJinerson - Called POC Eri Jacobs to schedule tech visit. Operator transferred me to site. Spoke with Paola and confirmed with Eri to schedule tech visit for Tuesday, 2/17 with eta between 9:30 a.m. - 11:30 a.m. 

POC onsite: Eri 

Arrival instructions: Ask for Eri upon arrival and he will assist tech. 


2/11/26 AJinerson - WO was on hold but released back into RFS 2/2


12/15/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


12/15/2025 LHill-sent email to Thais Alvarez at thais.alvarez@clinicalcaremc.com to confirm contact & equipment.


12/15/2025 LHill-Called (863) 449-3934 for Thais Alvarez. Recording stating this person is not able to receive calls at this time.


02/02/2026 DNakoff - Updated POC


12/11/2025 LHill-sent email to Thais Alvarez at thais.alvarez@clinicalcaremc.com to confirm contact & equipment.


12/11/2025 LHill-Called (863) 449-3934 for Thais Alvarez. Recording stating this person is not able to receive calls at this time.


12/10/2025 LHill-sent email to Thais Alvarez at thais.alvarez@clinicalcaremc.com to confirm contact & equipment.


12/10/2025 LHill-Called (863) 449-3934 for Thais Alvarez. Recording stating this person is not able to receive calls at this time.


12/08/2025 LHill-sent email to Thais Alvarez at thais.alvarez@clinicalcaremc.com to confirm contact & equipment.


12/08/2025 LHill-LM at (863) 449-3934 for Thais Alvarez to confirm contact & equipment.

🔧 Work Performed
Inspected and calibration verified 54 devices All 54 devices passed
🔍 Technician Findings
Arrived at site Met with site manager
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 35 pcs https://www.ebiotrack.com/inspection.php?iid=31120

Timeline

📞
Case Linked Nov 9, 6:02 AM
Case Number: 00542304
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 10, 2:25 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 26.0 business days
⏸️
Status: On Hold by Laura Hill Dec 15, 4:45 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 35d 2h
🚨 35.9 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 2:29 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 48d 21h
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Feb 11, 1:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 22h
📅
▶
2 Dispatch Scheduled Feb 11, 1:11 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 8m
⏳ 3.0 business days
💵
2x Expenses Added Feb 13, 8:03 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
⏱️
▶
2 3x Labor Added Feb 17, 12:25 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 23h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 19, 1:14 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 0h, 0m
⚠️ 9.0 business days
💰
▶
2 Status: Invoiced Mar 3, 2:40 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254385

Bottlenecks

Ready for Scheduling
Duration: 25.6 business days (threshold: 1.0 business days)
Exceeded by 24.6 business days
Ready for Scheduling
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Invoice Pending
Duration: 8.7 business days (threshold: 2.0 business days)
Exceeded by 6.7 business days

🔗 Related Artifacts

📞
Case 00542304
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Yves Dessin
Scheduled
Feb 17, 9:30 AM
Created
Nov 10, 2:25 PM
Invoice #
SM-254385

Work Details (5)

Name Type Status Qty Amount Date
WL-03104516 Expenses Open 1 $0.00 Feb 13, 8:03 AM
WL-03104517 Expenses Open 1 $0.00 Feb 13, 8:03 AM
WL-03108646 Labor Open 1 $0.00 Feb 17, 12:25 PM
WL-03108647 Labor Open 3.5 $1,292.00 Feb 17, 12:25 PM
WL-03108648 Labor Open 1 $0.00 Feb 17, 12:25 PM

Details