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WO-01352558 ↗ ServiceMax

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

📍 Conviva Port Orange #3631 — 3691 S. Clyde Morris Boulevard, Port Orange FL, 32129

Feb 18, 2026 → Mar 3, 2026

✅ Completed
P3 3 business days from creation
Target: Feb 23, 2026
🕐 Clock stopped: Completed (Mar 3)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (6d late)
Dispatch 0.0d
Material Management 3.0d
Coordinators 10.4d
Field Work 1.0d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
10.4 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Feb 18, 2026 Due: Mar 5, 2026 Completed: Mar 3, 2026 (2 days early)
📅
10.0 days Total Age
⏱️
3.5d in Closed Longest Stage
🔄
15 transitions Status Changes
⚠️
6.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Anthony Wright — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Mar 3, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569608
New Voice Message from Virtual Tech HCP - BRUMLEY MARK (386) 214-3916 on 02/18/2026 8:40 AM
Closed
Temp verification document results found and inspect unit if out of spec. Model: Accucold - ARS6PV Model Type: Refrigerator Custom Field: Daytona Notes: Asset ID: 202555131 Site: Conviva Care Solutions (Humana) - Conviva Port Orange #3631 Department:Depreciation Start Date:Physical Location: LabDepreciation Term: yrsSerial #: 2019040ARS3PV05190015
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mark Brumley
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352558 (current) Invoiced
Virtual Tech - Field Repair • Anthony Wright
Created: Feb 18, 2026 • Closed: Mar 3, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 3.5 days stuck in "Closed"
⏱️
Total Delay 6.1 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
2.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Incomplete
0.0d
Awaiting Parts
3.0d / 3.0d SLA
Reschedule
2.7d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/2/26 AJinerson - Called site to follow up and schedule tech visit. Spoke with Viviana (operator) who transferred me to site. Confirmed with Mark to schedule tech visit on-site tomorrow, 3/3 between 1pm-3pm. 


3/2/26 AJinerson - Parts ETA to site today, 3/2


2/26/26 RBerry- Updated due date based on parts. Removed delay code.


2/20/26 AJinerson - Called site number from Google to see if it would direct me right to site. (386) 675-4411 - Was still directed to call center. Spoke with operator Genesis who transferred me to correct site, spoke with Mark and confirmed scheduling tech visit for Monday, 2/23 with eta between 8am-10am. 

POC onsite: Mark Brumley

Arrival: Sign in at front, and they will direct tech to Mark's lab. No special requirements needed. 

Mark wanted to make sure tech knew that Mark has been in the lab for 6 months, but has never seen the fan inside of the refrigerator run.


2/20/26 AJinerson - Called site 3rd time to see if we could get in contact with someone. Spoke with operator and confirmed address needing to be transferred to. Was transferred to incorrect site again. 


2/19/26 AJinerson - Sent email to POC Mark offering tech visit on Monday, 2/23 with eta between 8am-10am.


2/19/26 AJinerson - Called site 2nd time to get transferred to correct site. Spoke with Isaac (operator) who transferred me to correct location. Was placed on hold then hung up on. 


2/19/26 AJinerson - Called site to schedule tech visit. Spoke with operator but was transferred to the EAST Port Orange location, not this location. 

🔧 Work Performed
2/23/26 AMW - Located the refrigerator in the Lab and confirmed issue. Temperature is sitting in the mid 40s. Confirmed it with my thermometer. I could not get the fan to turn on inside. Removed top cover and confirmed the fan is getting voltage. Sent email to Accucold to get replacement fan PN. I called Accucold tech support and at on hold for 40 minutes. No answer from email or phone number. Equipment model number - ARS3PV. SN - 2019040ARS3PV05190015. SN tag pic is attached. Notified POC of equipment status. 3/3/26 AMW - Received replacement fan. Installed onto refrigerator and performed function test and EST. Equipment passed all tests. Monitored temp for 30 min and temperature dropped to the correct temp. Notified POC of equipment status.
🔍 Technician Findings
2/23/26 AMW - Locate refrigerator and confirm issue. Repair if possible order parts if needed. Notify POC of equipment status.
⚠️ Problem Description
Temp verification document results found and inspect unit if out of spec. Model: Accucold - ARS6PV Model Type: Refrigerator Custom Field: Daytona Notes: Asset ID: 202555131 Site: Conviva Care Solutions (Humana) - Conviva Port Orange #3631 Department:Depreciation Start Date:Physical Location: LabDepreciation Term: yrsSerial #: 2019040ARS3PV05190015 https://www.ebiotrack.com/workorder.php?wo=71762

Timeline

📞
Case Linked Feb 18, 9:41 AM
Case Number: 00569608
Subject: New Voice Message from Virtual Tech HCP - BRUMLEY MARK (386) 214-3916 on 02/18/2026 8:40 AM
Status: Closed
📋
▶
2 Work Order Created Feb 18, 10:30 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Feb 19, 10:37 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Anthony Wright
🗓️
▶
2 Status: Scheduled Feb 20, 10:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-23T13:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Anthony Wright Feb 23, 9:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
5x Labor Added Feb 23, 9:50 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 0.75, 67, 46
✔️
▶
2 Status: Completed Feb 23, 3:30 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 3m
⚠️
Status: Incomplete by Mark Franks Feb 24, 10:16 AM
From: Closed
To: Incomplete
Duration in Previous: 18h 43m
✔️
Status: Completed by Anthony Wright Feb 24, 10:22 AM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 5m, 0m
⚠️
▶
2 Status: Incomplete Feb 24, 11:09 AM
Status: Incomplete → Parts Requested
📦
Parts Requested
Order: 00090968
Status: Closed
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Feb 26, 1:23 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 2h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Mar 2, 1:22 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Reschedule
To: Scheduled
Duration in Previous: 3d 23h
🔧
Status: Tech On Site by Anthony Wright Mar 3, 1:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 59m
⏱️
3x Labor Added Mar 3, 1:32 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 48, 66
⏱️
▶
2 2x Labor Added Mar 3, 2:54 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 34m, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Mar 6, 9:43 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Mar 6, 3:48 PM
Invoice Number: SM-255830

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Reschedule
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.6 business hours
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00569608
Closed
📦
Parts Order 00090968
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Anthony Wright
Scheduled
Mar 3, 1:00 PM
Created
Feb 18, 10:30 AM
Invoice #
SM-255830

Work Details (12)

Name Type Status Qty Amount Date
WL-03115943 Labor Open 1.5 $178.50 Feb 23, 9:50 AM
WL-03115944 Labor Open 1 $119.00 Feb 23, 9:50 AM
WL-03115945 Labor Open 0.75 $0.00 Feb 23, 9:50 AM
WL-03115946 Travel Open 67 - Feb 23, 9:50 AM
WL-03115947 Travel Open 46 - Feb 23, 9:50 AM
WL-03121319 Parts Open 1 $162.00 Feb 26, 1:23 PM
WL-03121320 Expenses Open 1 $14.72 Feb 26, 1:23 PM
WL-03127906 Labor Open 0.75 $0.00 Mar 3, 1:32 PM
WL-03127907 Travel Open 48 - Mar 3, 1:32 PM
WL-03127908 Travel Open 66 - Mar 3, 1:32 PM
WL-03128074 Labor Open 1.75 $208.25 Mar 3, 2:54 PM
WL-03128075 Labor Open 1 $119.00 Mar 3, 2:54 PM

Details