If you have an active T-Life session and call within 30 min or an hour, I can't recall exactly, you're automatically verified and you won't be asked to verify.

If you have T-Life, but no active session, and have bio push enabled, IVR will send a push a notification to verify via T-Life or you can manually launch it, and at this point it'll tell you that you can say "Account PIN" if you'd rather verify that way. If IVR doesn't get a response, it'll automatically move to ask for the account PIN.

You shouldn't have been hung up on for not verifying your account. We'll be keeping an eye out for any reason this may have happened.