The speaker describes a person named Andy, someone they clearly care about deeply. Most of the poem is a portrait: soft, wavy hair, a smile that could light up a room, and eyes full of feeling. But Andy rarely lets any of that show. He tries to blend in, and for a moment he manages it. His stare comes across as hard and cold, like a winter night, yet the speaker sees past it to what's underneath: a longing for love, happiness, and a family.
The mood is tender and a little sad. The speaker seems to understand Andy better than he lets most people. The last lines turn to the speaker's own feelings. They hope the two will be reunited one day, even though they admit it may be hopeless. Ending on "an open heart" leaves the poem quietly hopeful, as if the speaker is still waiting at the door.