The music video was filmed by director Kevin Bray in August, 1999 on a New York City Subway set that had previously been used on the sitcom Seinfeld. It features Hayes playing out a romantic plot on a subway train, with a female passenger (played by American actress Kirsten Dunst) as the object of his affections. At one point, the train comes to a stop due to a power outage; red emergency lighting comes on and everyone in the carriage joins hands. Hayes, who is sitting opposite his aforementioned love interest, extends his hand to her. As they touch, the video cuts to a montage of the couple walking through a park, bathed in sunlight, laughing and holding hands. The video then cuts back to the carriage as the power comes back on and the train pulls into the station. Hayes and the woman exit with the other passengers, and share a fleeting glance before going their separate ways. Shots of the band performing alone on the subway platform and in the carriage are interspersed throughout the video.
The song was a huge success in the United States, on the Billboard Hot 100, where it spent four weeks at the top, and an eventual 124 weeks on the Hot Adult Contemporary Tracks chart, breaking the record for 123 weeks set by another of the duo's songs, "Truly Madly Deeply" (which, in terms of sales and later time spent on the Recurrents chart, is still the #1 AC song of all time). It ranked #21 in the All Time Adult Contemporary Chart. The song was also certified Platinum by the RIAA and became the highest-played song on US radio of 2000.