When the caller says that there has been a delay in processing his claim, get a case
control readout. The readout will give you the current location and the date the folder
entered that location. This information will serve as a reference point to discuss
the situation and to judge the elapsed time since the claimant filed his claim or
appeal, as well as providing probable processing state of the claim.
In most instances, delay in processing a case is not a critical situation, in itself,
and every attempt should be made to close out the call where delay is present. However,
where the delay is really excessive, e.g., over 60 days since application, consider
it a “critical” delay.