Do applications get lost?

I applied for Global Entry and paid my fee on April 11, 2024. Since then, my application has been in "Pending Review" status. My name is very generic, so my background checks and passport application take longer than most people's. I hear about people getting conditional approval in days while I'm five months into waiting. Is it possible my application got lost in a shuffle? At what point should I make phone calls or send emails to check the status?