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WO-01337296 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - Grand Prairie — 725 W Pioneer Parkway, Grand Prairie TX, 75051

Jan 12, 2026 → Mar 31, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (40 biz days late)
Active: 54 biz days
🕐 Clock stopped: Completed (Mar 31, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Jan 12 → Feb 2, 2026
14 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Entered
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 14 of ? biz days used
35d
▶ Clock Running
Status: On Hold
Feb 2 → Mar 24, 2026
35 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 49 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Mar 24 → Mar 31, 2026
5 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 31 → Mar 31, 2026
0 business days (counted)
Running total: 54 of ? biz days used
Created: Jan 12, 2026 Completed: Mar 31, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 12 Ready for Scheduling ▶ Running 0 0
Jan 12 → Feb 2 Assigned ▶ Running 14 14
Feb 2 → Feb 2 Entered ▶ Running 0 14
Feb 2 → Mar 24 On Hold ▶ Running 35 49
Mar 24 → Mar 24 Assigned ▶ Running 0 49
Mar 24 → Mar 31 Scheduled ▶ Running 5 54
Mar 31 → Mar 31 Tech On Site ▶ Running 0 54
Dispatch 0.0d
Holding 36.0d (excluded)
Coordinators 20.9d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
36.0 days
Coordinators
20.9 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Jan 12, 2026 Due: Mar 31, 2026 Completed: Mar 31, 2026 (on time)
📅
54.9 days Total Age
⏱️
36.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
18.7d 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 #00557889
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 37 pcs https://www.ebiotrack.com/inspection.php?iid=32417
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michael Knight
Owner
Jessica Sells
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337296 (current) Invoiced
Inspection • Zachary Stieben
Created: Jan 12, 2026 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 36.0 days stuck in "On Hold"
⏱️
Total Delay 18.7 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
14.8d / 0.5d SLA
On Hold
36.0d
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 KKelch the CM called me to schedule for 3/31 between 9 and 11 am. Customer confirmed. 

3/24 KHardison - Updated POC to Patricia Moreno.

2/2 KKelch called Michael to schedule for 3/13 between 9 and 11 am. He let me know that he no longer works for Centerwell. Placed on hold for better contact. 

1/26 KKelch sent Michael an email for scheduling

1/19 KKelch called Michael to schedule for 3/2 between 9 and 11 am. Left VM. 

🔧 Work Performed
Inspected 40 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3/31/2026 Zachary Stieben arrived on site. Found 40 pieces of equipment to be inspected.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 37 pcs https://www.ebiotrack.com/inspection.php?iid=32417

Timeline

📞
Case Linked Jan 12, 6:00 AM
Case Number: 00557889
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 12, 11:49 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 Technician Assigned Jan 12, 12:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 44m
🚨 15.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 2, 11:10 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 20d 22h, 0m
🚨 36.0 business days
👷
▶
3 Status: Assigned Mar 24, 9:57 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-31T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 31, 9:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
✔️
Status: Completed by Zachary Stieben Mar 31, 12:41 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 9m
🚗
▶
2 Travel Added Mar 31, 4:44 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.1666666666667, 3.1666666666667
🏁
Status: Closed by Zachary Stieben Mar 31, 4:50 PM
From: Completed
To: Closed
Duration in Previous: 4h 8m
📄
▶
2 Status: Ready to Bill Apr 1, 9:50 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Apr 3, 5:10 PM
Invoice Number: SM-258016

Bottlenecks

Assigned
Duration: 14.8 business days (threshold: 4.0 business hours)
Exceeded by 14.3 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00557889
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 31, 10:00 AM
Created
Jan 12, 11:49 AM
Invoice #
SM-258016

Work Details (3)

Name Type Status Qty Amount Date
WL-03167426 Travel Open 50 - Mar 31, 4:44 PM
WL-03167430 Labor Open 1.1666666666667 $0.00 Mar 31, 4:48 PM
WL-03167431 Labor Open 3.1666666666667 $1,292.00 Mar 31, 4:48 PM

Details