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WO-01351318 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Field Repair • P3

📍 Conviva - Amicus Pompano South 6127 — 135 S. Pompano Parkway, Pompano Beach FL, 33069

Feb 12, 2026 → Mar 3, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (9 biz days late)
Active: 12 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
12d
▶ Clock Running
Status: Scheduled
Feb 12 → Mar 3, 2026
12 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
Created: Feb 12, 2026 Completed: Mar 3, 2026
Business Days Used 12 / 3
0 3d budget +9d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 3
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0 / 3
Feb 12 → Feb 12 Assigned ▶ Running 0 0 / 3
Feb 12 → Mar 3 Scheduled ▶ Running 12 12 / 3
Mar 3 → Mar 3 Tech On Site ▶ Running 0 12 / 3
Dispatch 0.0d
Coordinators 13.0d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.0 days
Over SLA
Field Work
1.0 days
Created: Feb 12, 2026 Due: Mar 3, 2026 Completed: Mar 3, 2026 (on time)
📅
13.0 days Total Age
⏱️
12.5d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
13.9d 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 #00567557
WIPE & REMOVAL Request - 06127 Conviva Pompano South - 135 S Pompano Pkwy, Pompano Beach, FL
Closed
PHI Remvoal and Decon. Document (see attached) dispose of equipment. 06127 Conviva Pompano South Address: 135 S Pompano Parkway, Pompano Beach, FL 33069 Requested Date: Tuesday 3/3 POC: Kimberly Parent 813-765-7813 List of Items to Pick Up with EMSAR number, if available: EKG - #13069377 EKG - #13255716 EKG - #13069378 EKG - #6152608 EKG - #not found - SN#A3100-009327 Nebulizer - #not found - SN#98K31826---- NO PHI Dispose of Unit.
Priority
High
Origin
Email
Reason
New Case
Contact
Kimberly Parent
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351318 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 12, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 12.5 days stuck in "Scheduled"
⏱️
Total Delay 13.9 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
0.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
12.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
4.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/03/26 Ebar.

 Not all the equipment was found on the list provided by Ms. Kimberly. Two units were officially received for destruction.


2/12/26 AJinerson - Email from Kimberly confirming tech visit for Tuesday, 3/3 (their original requested date) with arrival between 9am-11am.


2/12/26 AJinerson - Sent email back to Kimberly confirming we have Tuesday, 3/3 available with arrival time between 9am-11am. Asking for her to confirm this date/time to proceed with scheduling accordingly.


2/12/26 AJinerson - Received email from Kimberly Parent to myself and Dispatch asking to schedule service on 3/3.


2/12/26 AJinerson - Per the problem description and customer email, the customer's requested specific date for service is 3/3, but the SLA is 2/17.





🔧 Work Performed
03/03/26 EBar. I visited this Conviva facility to delete patient information and subsequently destroy the equipment. Not all the equipment was found on the list provided by Ms. Kimberly. Two units were officially received for destruction. This report was emailed to Ms. Kimberly Parent of Humana.
🔍 Technician Findings
03/03/26 EBar. Site scheduled to collect biomedical equipment to clean up PHI and dispose. Units Found EKG - Atria 3100 IS N/A SN#A3100-009327 EKG - Eclipse LE II ID 6152608 S/N 92304-009352
⚠️ Problem Description
PHI Remvoal and Decon. Document (see attached) dispose of equipment. Email virtualtech@emsar.com if Customer requests units need removed from Clinic. 06127 Conviva Pompano South Address: 135 S Pompano Parkway, Pompano Beach, FL 33069 Requested Date: Tuesday 3/3 POC: Kimberly Parent 813-765-7813 List of Items to Pick Up with EMSAR number, if available: EKG - #13069377 EKG - #13255716 EKG - #13069378 EKG - #6152608 EKG - #not found - SN#A3100-009327 Nebulizer - #not found - SN#98K31826---- NO PHI Dispose of Unit. https://www.ebiotrack.com/workorder.php?wo=71622

Timeline

📞
Case Linked Feb 11, 2:50 PM
Case Number: 00567557
Subject: WIPE & REMOVAL Request - 06127 Conviva Pompano South - 135 S Pompano Pkwy, Pompano Beach, FL
Status: Closed
📋
▶
2 Work Order Created Feb 12, 11:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Status: Assigned Feb 12, 2:58 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Elkin Barahona
🗓️
▶
2 Status: Scheduled Feb 12, 3:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-03T14:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Elkin Barahona Feb 24, 7:40 PM
Scheduled For: 2026-03-03T14:30:00.000+0000
⚠️ 5.5 business days
🔧
Status: Tech On Site by Elkin Barahona Mar 3, 7:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 16h
⏱️
5x Labor Added Mar 3, 2:30 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2, 30
✔️
▶
2 Status: Completed Mar 3, 3:53 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Elkin Barahona
From: Tech Off Site
To: Closed
Duration in Previous: 1m
⚠️ 5.0 business days
📄
▶
2 Status: Ready to Bill Mar 9, 12:02 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255971

Bottlenecks

Scheduled
Duration: 12.5 business days (threshold: 2.0 business days)
Exceeded by 10.5 business days
Closed
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days

🔗 Related Artifacts

📞
Case 00567557
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Mar 3, 9:30 AM
Created
Feb 12, 11:11 AM
Invoice #
SM-255971

Work Details (5)

Name Type Status Qty Amount Date
WL-03128004 Labor Open 1 $119.00 Mar 3, 2:30 PM
WL-03128005 Labor Open 2 $238.00 Mar 3, 2:30 PM
WL-03128006 Labor Open 1 $0.00 Mar 3, 2:30 PM
WL-03128007 Travel Open 30 - Mar 3, 2:30 PM
WL-03128008 Travel Open 30 - Mar 3, 2:30 PM

Details