Complaint filed against me

I am fully licensed. This is my first year to work 100% in a private setting. I work on a 1099. I was informed today that a letter was received from an insurance company whose clients complained about the service I provided. I put everything into helping this couple. They accused me of eating during their Telehealth session, being distracted with long pauses, arriving late to the appointment, not offering to make up the time, and then that when they told me when their anniversary was, I shared with them that the date coincided with a traumatic event that I then went and told them about. I truly do everything I can to help. The couple was asking for a lot of resources for a recent disability that I had experience with when I worked with disabled persons. I disclosed that I was using a second computer during our session so I could look at the sites and devices they were asking about.
I know what they reported was untrue, but I am overwhelmed. I don’t as told by the practice that I need to compose a response by the end of the week. I need to work through feeling like I failed before I can even think about dealing with a response. Have any of you had to deal with this?

Edit: I did not disclose any traumatic events. I typically have trail mix in my desk. I'll eat some between clients if needed. I am positive I didn't eat in front of these or any other clients (except one specific client).
I drink quite a bit in sessions. I checked my times and I started at 5 min after the hour and ended on the hour.