What’s the possible relationship between the two speakers?

W: Sound and Vision Administrative Department, Eve Wheeler speaking. Can I help you?
M: Good afternoon, Madam. This is John Cruise. I wish to register a complaint about my video recorder.
W: I see. I hope I can be of some help. Can you explain what the problem is, please?
M: Well, (5)the recorder has severely damaged two quite valuable tapes of mine. And you guaranteed that this machine is the best there is.(6)I hope you understand that a simple repair is just not enough: I demand compensation for the lost tapes as well.
W: I’m sorry: that’s all very unfortunate. I’m sure something can be done. I will put you through to our legal consultant, Mrs. Schroder. One moment please. Hello, Mr. Cruise? Thank you for waiting. I’m awfully sorry, but Mrs. Schroder is having a meeting right now. Could she call you back later this afternoon?
M: I hope you’re not trying to get rid of me.
W: Not at all, sir. I have noted your complaint and I will urge Mrs. Schroder to call you back as soon as possible. Could I have your phone number, please?
M: Yes. It’s 0181-945-8719.
W: Thank you very much. Goodbye.
M: Bye.