The person I'm replying to said he works on the Google Drive team, so I presume he also is able to get the actual comms between Google and the customer.

Not necessarily, at least easily. Customer comms often contain PII, so they're not just widely available to anyone interested due to privacy concerns. Unless you're on a ticket related to that specific customer's issue, it's very hard to get that info (and it should be.) Even then, PII like the email address may be obfuscated in the ticket.