[Illinois] Terminated after a 5-star client call — looking for advice on unemployment

Hi everyone, I’m hoping to get some insight. I was recently terminated from my job after 5 years with the company. The call that led to my termination actually resulted in a 5-star client survey, where the client praised my professionalism and even said I deserved a raise and promotion.

The company claims I violated policies because:

• I acknowledged a client’s concern about another employee (the client led this conversation).
• I shared personal info about my family while redirecting the client’s request for me to relocate.
• I unintentionally shared internal process information to ensure the client’s issue reached the proper department.
• When the client asked if I was a Level 2 agent, I responded honestly: “I tried twice, but didn’t get it.”

I want to clarify that I never complained or expressed frustration about not getting the role. The client, however, was vocally frustrated on my behalf because she believed I was consistently knowledgeable and willing to go out of my way to get her answers.

I’ve only had one prior warning in 5 years, for a slightly aggravated tone on a different call. I did not knowingly violate any policy, and the call clearly reflected positively on customer service. I also have a screenshot of the 5-star survey if needed.

When I had my unemployment interview, the interviewer was shocked that this call was investigated at all and didn’t understand why it was considered an issue. On the call itself, I remained completely robotic and professional, only providing short factual answers.

I’m applying for unemployment and have already stated in my interview that I did not knowingly violate any policies.

Has anyone had a similar experience where you were terminated despite positive client feedback? Any advice on how to present this situation effectively to unemployment offices would be greatly appreciated.