It is true that everytime you call it takes anywhere from 5 - 10 minutes to get a question answered but this is majorly outweighed by the success of my procedure.
"Nervous" was an understatement, but Dr. Kaplan assured me it was a routine procedure he does often and the entire process was about 10 minutes.
It actually ended up being about 3 minutes per "side" and no complications after. Very smooth procedure that was worth the "average" customer service.