Call shows answered in CEL logs but call recording is of hold music

The log I posted is the corresponding log for when it last happened. You can see on line 160-161 how there is an 18 minute gap of no activity. That is where the problem is. The caller called in and spoke to a receptionist who transferred the caller into a queue it shows that extension 469 answered the call. The issue however is that extension 469 did not speak to the caller at all, the call recording during the 18 minute gap is just hold music until the caller hangs up the phone.