Why does the woman apologize?

MA Hi Sally, this is Bill Sullivan. I’m calling to find out if you sent out the blueprints for the O’Malley Arena yet... we’re sort of waiting for them...
WA Hi Bill... I’m sorry, I haven’t sent them yet. I got caught up in other work... I’m really so sorry.
MA That’s... fine, but I really need to put a little pressure on you. We’re at a place right now where we can’t move forward without the blueprints. Could you please make this a priority?
WA Yes, Bill, I’m so sorry. Tell you what. I’m going to drop what I’m doing right now and make sure the blueprints are ready to go. They’ll go out by overnight courier this afternoon. I promise you.