It has not been a good week for the state’s coronavirus vaccination call center. The Department of Health has temporarily put on hold all requests to schedule appointments through the hotline, after hundreds of thousands of callers inundated the phone line since it went into operation on Jan. 25. Overwhelmed agents began mistakenly double-booking appointments, giving frustrated residents confusing information.

Appointments for a first dose of COVID-19 vaccine are in high demand, much greater than the supply. The call center was supposed to help vulnerable residents, those without access to the internet. Instead, it’s left them hanging on the line. Senior Correspondent Brenda Flanagan reports.