Why does she say "sorry" even though she didn't do anything wrong?

Native speaker’s answer
Rebecca
Ah, this is quite common! It's a gesture of sympathy and considered a polite and considerate thing to do. It's not implying that they were the ones who did something wrong. It's just a way of being kind when something bad happens to someone or when they experience something bad. Ex: I'm sorry you didn't get the job! Maybe you'll get the next one. Ex: I'm sorry that the customer shouted at you, that wasn't nice of them.