Now that I'm less ragey... (Long, as always)

[AccountingDrone]

But you also wouldn't be screeching like a fricken banshee at the tech who can't even get an actual person on the line, let alone try to figure out where things went wrong.

Well, true. I would actually be sitting over on the bench on my cell trying to get through to my insurance company myself. Easier for me to wait on hold, and have the CS person tweak the computer at their end instead of the PT doing it.

[Pagan]

Ask any pharmacy tech or pharmacists and they will tell you that they hate, hate, hate insurance with the white-hot heat of a thousand suns.

I would think overriding a required insurance co-pay (if the system even allows it) would be a serious if not fireable offense.

Not to mention that it's insurance fraud, which is a federal crime. Which not only gets you fired but jailed and/or fined and could get your license yanked. Even if you don't lose your license, good luck getting a pharmacy job in the future.

[An Haddock]

In which case, he shouldn't be screaming at me. Period. There's no defending that.

...I didn't say he should be. And I provided a possible snarky response you could have given him. I was just opining why the error happened in the first place. I never said it was an excuse for the guy to yell at you.