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WO-01351588 ↗ ServiceMax

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

📍 Conviva Westland #1756 — 975 W 49th St, Hialeah FL, 33012

Feb 13, 2026 → Feb 17, 2026

✅ Completed
P3 3 business days from creation
Target: Feb 18, 2026
🕐 Clock stopped: Completed (Feb 17)
✓ SLA Met
Dispatch 0.0d
Coordinators 2.9d
Field Work 0.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.9 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Feb 13, 2026 Due: Feb 18, 2026 Completed: Feb 17, 2026 (1 days early)
📅
3.0 days Total Age
⏱️
3.1d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
2.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568228
PHI Removal and Decon
Closed
Can we schedule to have the PHI wiped from three EKG machines and have them removed from one of our centers? Type: Cardiac Science ECG Burdick 8300 Location: Conviva Westland 975 West 49th Street Hialeah, FL. 33012
Priority
Standard
Origin
Email
Reason
New Case
Contact
Yasmine Bisumber
Owner
Derek Reynolds
Created
Feb 13, 2026
Work Orders from this Case (2)
WO-01351588 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 13, 2026 • Closed: Feb 17, 2026
WO-01352349 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 17, 2026 • Closed: Mar 4, 2026
Completed with minor delays
Invoiced • 90 days old
🚨
Primary Delay 3.1 days stuck in "Closed"
⏱️
Total Delay 2.7 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
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
3.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/13/26 AJinerson - Called Yasmine and confirmed tech visit for Tuesday, 2/17 with arrival between 2pm-4pm. 

Yasmine is the coordinator for this service, not actually on-site but confirmed this date/time. She will call us back if site needs anything further. 

🔧 Work Performed
02/17/26 EBar. PHI and Decontamination of 3 Cardiac Science ECG Burdick 8300 Burdick - 8300 ID 20040432 S/N E8300-002382 Burdick - 8300 ID ID 20040542 S/N E8300-000510 Burdick - 8300 ID 20040480 S/N E8300-003761 I have carried out the removal of PHI and decontamination of these three EKG machines, which were no longer in use due to their age. These units have been bagged in plastic bags for collection by the disposal company. All documents atre attached to this WO.
🔍 Technician Findings
02/17/26 EBar. 3 EKG devices to removed/disposed.
⚠️ Problem Description
PHI and Decon of 3 EKG devices: See attached Pics. Use files to document PHI/Decon. When completed please send virtualtech@emsar.com email to have units removed/disposed. 3 Cardiac Science ECG Burdick 8300 Location: Conviva Westland 975 West 49th Street Hialeah, FL. 33012 https://www.ebiotrack.com/workorder.php?wo=71679

Timeline

📞
▶
2 Case Linked Feb 13, 11:20 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01351588
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds Feb 13, 11:26 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
4 Technician Assigned Feb 13, 2:16 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 49m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-17T19:00:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 4m
⏳ 2.0 business days
📅
Dispatch Scheduled by Elkin Barahona Feb 16, 12:45 PM
Scheduled For: 2026-02-17T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Elkin Barahona Feb 17, 2:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
4x Labor Added Feb 17, 5:24 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2.3666666666667, 1.6166666666667, 10
✔️
Status: Completed by Elkin Barahona Feb 17, 5:46 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 49m
🚗
▶
2 Status: Tech Off Site Feb 17, 6:25 PM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Elkin Barahona
From: Tech Off Site
To: Closed
Duration in Previous: 2m
⏳ 3.7 business days
📄
▶
3 Status: Ready to Bill Feb 20, 11:35 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.0 business days
🧾
Invoice Created Feb 22, 8:50 PM
Invoice Number: SM-254584

Bottlenecks

Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00568228
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 17, 3:00 PM
Created
Feb 13, 11:21 AM
Invoice #
SM-254584

Work Details (4)

Name Type Status Qty Amount Date
WL-03109140 Labor Open 0.5 $119.00 Feb 17, 5:24 PM
WL-03109141 Labor Open 2.3666666666667 $297.50 Feb 17, 5:24 PM
WL-03109142 Labor Open 1.6166666666667 $0.00 Feb 17, 5:24 PM
WL-03109143 Travel Open 10 - Feb 17, 5:24 PM

Details