Just want to tell you,NYC is moving very very very slow! I applied in September 2019, my estimated time is July 2020, still nothing and no updates at all.
Use of word 'sensitive' just means (I think) that they cannot ascertain for sure if you are the persons in question, so don't want to give out info over the phone.
But these workers, just like all workers, can range from incompetent to highly competent.
I just recently went through a similar situation regarding getting new title to vehicle I had acquired via a trade with another private party.
I went to local office and they told me things which seemed totally wrong to me.
So I called the central office in our capital city. Two more persons told me ridiculous things. Finally, I got to a tier 2 person who gave the sensible answer, and luckily for me gave me his name and direct phone number.
I typed out what he had told me along with his name, title and phone number. Went back to local office, showed them the typed message, and they processed exactly as I had wanted in first place.
Not that this will help in your specific situation . . . but just showing example of the hoops we all have to jump through in life.
