I don't believe Support was correct when you initially called. As @PhilipDAth mentioned, when that file originally passed through the MX a hash was created. At the time, the file was not known to be malicious so it was allowed. The original event log entry is accurate. The alert you later received is a change in classification of the file (hence the retrospect mention). If the same file is downloaded again today, it will be blocked now that AMP knows it's malicious.
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