#!/bin/bash
cat<<'EOF'|awk -v FPAT='"[^"]+"|[^,]+' -v OFS=, '{for(i=1; i<=NF; i++) gsub(/,/, "-", $i)}1'
03/03/2016,Customer Service,CHAT,"Responded, closed",True,59
02/24/2016,Customer Service,CALL,Responded,True,55
03/03/2016,Customer Service,CHAT,"Responded, awaiting reply",False,46
02/24/2016,Customer Service,CALL,Responded,False,51
02/24/2016,Customer Service,CHAT,Responded,False,31
EOF
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03/03/2016,Customer Service,CHAT,"Responded- closed",True,59
02/24/2016,Customer Service,CALL,Responded,True,55
03/03/2016,Customer Service,CHAT,"Responded- awaiting reply",False,46
02/24/2016,Customer Service,CALL,Responded,False,51
02/24/2016,Customer Service,CHAT,Responded,False,31